Customer Service Manager at Outsource Nigeria – Omni Channel Full Time

Job Title: Customer Service Manager

Location: Head Office or Regional Office – Lekki, Lagos
Employment Type: Full-time
Reports to: Head of Operations / Director of Client Services

Job Summary

• The Customer Service Manager leads the customer service team to deliver prompt, professional, and effective support to clients and partners.
• This includes overseeing customer touchpoints across channels and resolving escalated complaints.

Key Responsibilities

• Lead and manage a team of customer service officers, ensuring KPIs are met.
• Develop and enforce service standards, response time protocols, and escalation processes.
• Handle complex customer complaints and ensure resolution within SLA.
• Liaise with operations, technical, and finance departments to resolve systemic issues.
• Monitor customer satisfaction through surveys, feedback tools, and analytics.
• Recruit, train, and supervise customer service staff and corpers.
• Prepare detailed reports on customer queries, complaints, and service trends.
• Recommend improvements to systems and processes to enhance the customer experience.

Requirements

• Bachelor’s Degree in Business, Communication, or related field.
• 5–7 years of experience in customer service roles; 2+ years in a managerial capacity.
• Strong problem-solving, people management, and communication skills.
• Familiarity with CRM platforms, helpdesk tools, and customer analytics.

Salary Budge
N200,000 Monthly + PFA + HMO.

Application Closing Date
30th June, 2025.

Method of Application
Interested and qualified candidates should send their CV to: [email protected] using the Job Title as the subject of the mail.