Customer Service Manager at Firewood Rice Nigeria

About the Role

An exciting opportunity has arisen for a motivated professional to join our team as a Customer Service Manager.

Key Responsibilities

• Lead, mentor, and develop the customer service team to ensure high performance and morale
• Monitor team performance through KPIs and provide regular feedback
• Organize training and development opportunities to enhance team skills
• Manage and respond to escalated customer inquiries, complaints, and feedback in a timely and professional manner
• Develop and maintain customer service protocols and standards, ensuring consistent quality across all touch points
• Handle complex or sensitive customer service issues and provide appropriate resolutions
• Analyze customer service data to identify trends and areas for improvement
• Develop and implement customer service policies to improve efficiency and customer satisfaction
• Collaborate with other departments (production, sales, and marketing) to ensure seamless service and resolve issues affecting customer satisfaction
• Prepare and present detailed reports on customer service activities, feedback, and performance metrics
• Track and monitor customer feedback to identify areas for product or service improvement

Required Qualifications

• B.Sc or HND from a reputable institution
• Minimum of 2 years' experience in a leadership role interfacing with customers
• Excellent verbal and written communication skills
• Critical thinking and customer-centric approach
• Proximity to Surulere is required

Preferred Qualifications

• Experience working in a hospitality environment