299 Customer Service Manager jobs in Nigeria

• The customer experience officer is the first point of contact. S/he is responsible for attending to customers' enquiries and creating awareness of available products to customers through a variety of means, such as online chats, email, or phone calls.
• S/he is responsible for attending to feedback, complaints and redirects them to the appropriate team or department or may take other steps with the goal of achieving customer satisfaction.

Responsibilities

• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Responding promptly to customer enquiries.
• Communicating with customers through various channels.
• Acknowledging and resolving customer complaints.
• Draft correspondence such as emails and letters.
• Answer phone calls, emails and take messages.
• Processing orders, forms, applications, and requests.
• Responsible for logistics and ensuring that dispatched orders get delivered.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Communicating and coordinating with colleagues as necessary.
• Developing feedback surveys
• Thinking of ways to show appreciation to loyal clients
• Providing feedback on the efficiency of the customer service process.
• Ensure customer satisfaction and provide professional customer support.

Requirements

• Possess a minimum of B.Sc qualification
• 5+years of experience in a similar role
• Must be mature and smart
• Must be familiar with Commercial phone systems, Customer relationship management software and Microsoft Office Suite (Word, Outlook, and PowerPoint).
• Must have great ability to multi-task.
• Must be very fluent in English with excellent communication skills.
• Attention to details and strong conflict management skill
• Must have good critical thinking, problem-solving, time management and record management skills.

Method of Application

Interested and qualified candidates should send their CV to: using "Customer Service Manager" as subject of the email.

About FRU AND SONS LTD

FRU AND SONS LTD is a leading company specializing in the wholesale import and export of high-quality consumer goods. We are committed to building strong partnerships across local and international markets, while ensuring excellence in service delivery.

Position Summary

We are seeking a highly motivated and experienced Customer Service Manager to lead our customer support operations. The successful candidate will oversee the customer service team, develop and implement service strategies, and ensure customer satisfaction across all touchpoints. This role is crucial in maintaining client relationships, handling escalations, and driving improvements that align with our mission of delivering exceptional value in the consumer goods supply chain.

Key Responsibilities

Lead, supervise, and motivate the customer service team to deliver outstanding service.

Develop and implement customer service policies, procedures, and standards.

Ensure timely and professional handling of customer inquiries, complaints, and feedback.

Build and maintain strong client relationships, ensuring long-term loyalty and repeat business.

Monitor service performance metrics (response time, resolution rate, customer satisfaction, etc.) and implement continuous improvements.

Collaborate with the Sales, Logistics, and Operations teams to ensure smooth order fulfillment and delivery.

Train and develop staff to improve product knowledge, customer service skills, and efficiency.

Handle escalated issues and provide effective solutions in a timely manner.

Prepare regular reports on customer service performance and recommend strategies for improvement.

Stay updated on industry trends, best practices, and competitor strategies to enhance customer experience.

Qualifications & Requirements

Bachelor's degree in Business Administration, Management, Marketing, or related field.

Minimum of 5 years' experience in customer service management, preferably in wholesale, import/export, or FMCG sector.

Proven leadership skills with the ability to manage and inspire a diverse team.

Strong problem-solving, conflict resolution, and decision-making skills.

Excellent communication and interpersonal abilities.

Proficiency in customer service software, CRM tools, and MS Office Suite.

Ability to work under pressure and manage multiple priorities effectively.

Knowledge of international trade practices and logistics processes will be an added advantage.

Key Competencies

Leadership and team management

Customer-centric mindset

Strategic thinking and planning

Strong negotiation and relationship-building skills

Analytical and reporting abilities

High level of professionalism and integrity

What We Offer

Competitive salary and performance-based incentives

Professional development and training opportunities

A dynamic and collaborative work environment

Opportunity to contribute to a growing international company

Location:
(Lekki,Lagos)

Employment Type:
Full-Time

About Pharmarun

Pharmarun is a platform that provides fast and easy access to medication by aggregating a trusted network of pharmacies. We ensure that people can access their medicines when needed — quickly, safely, and at the best value possible.

Role Summary

We are looking for an experienced
Customer Service Manager
to lead Pharmarun's customer experience and support operations across
B2C, B2B, and Vendor channels
.

This role requires a hands-on leader who can manage and develop a growing team of agents, implement efficient service processes, and uphold the highest standards of quality and responsiveness. The ideal candidate has prior experience in
healthcare, pharmacy, or healthtech
environments, understands how to balance patient empathy with operational performance, and is confident driving excellence through data, training, and structure.

Key Responsibilities

• Oversee daily operations of the
  Customer Service
  ,
  B2B support
  , and
  Vendor Operations support
  teams.
• Lead, train, and motivate a large team of call centre agents and support staff to achieve KPIs.
• Develop and maintain
  QA (Quality Assurance)
  frameworks, ensuring consistency and accuracy in communication.
• Implement standard operating procedures for ticket management, escalation, and resolution.
• Monitor service metrics (TAT, NPS, CSAT, FCR) and continuously improve response quality and speed.
• Coordinate closely with Operations, Product, and Pharmacy teams to resolve service issues quickly.
• Build and refine scripts, training materials, and response guidelines to ensure compliance and professionalism.
• Manage workforce scheduling, performance reviews, and feedback loops across teams.
• Escalate systemic issues or customer trends to leadership with actionable insights.
• Represent the voice of the customer in cross-functional discussions to improve service delivery and experience.

Requirements

• Bachelor's degree in
  Pharmacy, Life Sciences, Business Administration
  , or related field.
• 5+ years' experience in
  Customer Service Management
  — preferably in
  healthcare, pharmacy, e-commerce, or tech-enabled environments
  .
• Proven ability to manage and develop large, multi-tiered support teams.
• Solid understanding of CS tools (CRM, ticketing systems, call tracking, QA dashboards).
• Strong leadership, communication, and analytical skills.
• Passion for customer satisfaction and operational excellence.
• Ability to thrive in a fast-paced, high-growth environment.

What We Offer

• Opportunity to build and scale the customer experience function at a fast-growing healthtech company.
• Meaningful work improving access to essential medicines and healthcare support.
• Collaborative culture with cross-functional exposure.
• Competitive salary and performance-based incentives.

Role-Customer Service Manager

Industry-Confectionery

Location-Ikoyi

Salary-300,000-500,000 Monthly

Key Responsibility

•Respond to emails and inquiries in a timely and professional manner.

•Handle orders and client requests, ensuring accuracy and responsiveness.

•Oversee the team management, ensuring all processes are well managed and

functional.

•Prepare and manage the customer service department weekly calendar,

scheduling tasks for efficient workflow.

•Oversee the customer service team to ensure all inquiries, complaints, and

requests are handled professionally and promptly.

•Develop and implement customer service policies, standards, and procedures.

•Monitor and evaluate team performance, setting KPIs to maintain high service

levels.

•Handle escalated customer issues and resolve conflicts effectively.

•Gather and analyze customers' feedback to improve services and customer

satisfaction

Key Requirements

•Bachelor's degree in Business Administration, Hospitality, Communications, or related field.

•Minimum of 3–5 years of experience in customer service team management, preferably in a supervisory or managerial role.

•Strong leadership, organizational, and multitasking skills.

•Excellent communication and interpersonal abilities.

•Proficient in Microsoft Office and customer service software (e.g., CRM systems).

•Ability to work flexible hours, including evenings and weekends, depending on

schedules.

Job Types: Full-time, Permanent

Pay: ₦300, ₦500,000.00 per month

Responsibilities:

• Leading, mentoring, and developing the customer service team to ensure high performance and morale.
• Monitoring team performance through KPIs and providing regular feedback.
• Organizing training and development opportunities to enhance team skills.
• Managing and responding to escalated customer inquiries, complaints, and feedback in a timely and professional manner.
• Developing and maintaining customer service protocols and standards, ensuring consistent quality across all touch points.
• Handling complex or sensitive customer service issues and providing appropriate resolutions.
• Analyzing customer service data to identify trends and areas for improvement.
• Developing and implementing customer service policies to improve efficiency and customer satisfaction.
• Collaborating with other departments (production, sales, and marketing) to ensure seamless service and to resolve any issues affecting customer satisfaction.
• Preparing and presenting detailed reports on customer service activities, feedback, and performance metrics.
• Tracking and monitoring customer feedback to identify areas for product or service improvement.

Requirements:

* B.Sc/HND from 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

* Working in a hospitality environment is a plus.

* Proximity to Surulere is Key

Job Type: Full-time

Pay: ₦150, ₦200,000.00 per month

Experience:

• Customer service: 2 years (Required)

Role-Customer Service Manager

Industry-Confectionery

Location-Ikoyi

Salary-300,000-500,000 Monthly

Responsibility

•Respond to emails and inquiries in a timely and professional manner.

•Handle orders and client requests, ensuring accuracy and responsiveness.

•Oversee the team management, ensuring all processes are well managed and

functional.

•Prepare and manage the customer service department weekly calendar,

scheduling tasks for efficient workflow.

•Oversee the customer service team to ensure all inquiries, complaints, and

requests are handled professionally and promptly.

•Develop and implement customer service policies, standards, and procedures.

•Monitor and evaluate team performance, setting KPIs to maintain high service

levels.

•Handle escalated customer issues and resolve conflicts effectively.

•Gather and analyze customers' feedback to improve services and customer

satisfaction

Requirements

•Bachelor's degree in Business Administration, Hospitality, Communications, or related field.

•Minimum of 3–5 years of experience in customer service team management, preferably in a supervisory or managerial role.

•Strong leadership, organizational, and multitasking skills.

•Excellent communication and interpersonal abilities.

•Proficient in Microsoft Office and customer service software (e.g., CRM systems).

•Ability to work flexible hours, including evenings and weekends, depending on

schedules.

Hire, train, supervise, and evaluate customer service representatives, providing

performance feedback and guidance. Assist with staffing, scheduling, and

performance evaluations.

Directly address customer inquiries and complaints, resolving issues efficiently across

all platforms.

Track and analyze key customer service metrics, identifying trends and areas for

improvement.

Implement and maintain procedures to optimize customer service operations and

enhance the customer experience. Develop and implement customer service

policies, procedures, and standards.

Develop and implement customer service objectives and goals, aligning them with

overall business objectives.

Effectively communicate customer service policies and procedures to the team and

other stakeholders. Ensure prompt and accurate communication with customers

across all channels (in-person, email, phone, online).

Foster positive relationships with customers by providing exceptional service and

addressing their needs. Monitor and analyze customer feedback, reviews, and

surveys to identify areas for improvement.

Job Type: Full-time

Pay: ₦300, ₦350,000.00 per month

Ability to commute/relocate:

• Lagos: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• describe the most difficult aspect of customer management
• describe the most difficult aspect of team management

Education:

• Higher National Diploma (Preferred)

Experience:

• Customer Management: 5 years (Required)
• customer service : 5 years (Required)

Location:

• Lagos (Required)

Food Concepts commenced operations in 2001. From inception, our aim has been clear-cut and focused: to revolutionize the food sector in West Africa and to deliver extraordinary satisfaction to our stakeholders.

Since launching in 2004, Chicken Republic (Subsidiary of Food concepts) has already opened 55 stores in Nigeria and Ghana. On this basis, we are proud of the brand's hard-earned reputation as the fastest growing chicken QSR in West Africa and the number 1 chicken QSR in Nigeria (both in revenues and number of outlets). In addition, Chicken Republic was ranked as one of Nigeria's top 20 brands across all categories (Financial Standards Awards 2009).

We are recruiting to fill the position below:

Job Position: Customer Service Manager

Requisition ID: 1960

Job Location: Mushin, Lagos

Department: Marketing Department

Reports to (Title): Senior Manager, Customer Experience

Direct Reports: Customer service officers, Customer service Associates.

Job Purpose

• The Job Holder ensures excellence in the performance of the customer service team by monitoring, evaluating, and improving all customer interactions across channels.
• The role is focused on maintaining high KPIs for customer experience, enforcing adherence to processes and standards, and driving continuous improvement initiatives.
• This includes reviewing all customer interactions to ensure quality, ensuring prompt escalations and resolution of customer complaints within the agreed SLA, analyzing trends to identify pain points, implementing best practices from industry benchmarks, and managing the team for both quality and productivity of their interactions.

Core Responsibilities and Key Result Areas

Quality Assurance & Monitoring

• Monitor and evaluate all customer interactions across inbound, outbound, email, chat, and other contact channels.
• Ensure all team members comply with established processes, scripts, and quality standards.
• Conduct regular call, chat, and email quality assessments and provide constructive feedback for improvement.
• Perform spot checks across the customer experience journey to identify service gaps and recommend corrective actions.
• Audit escalated cases to confirm accuracy, completeness, and timeliness of resolution.

Continuous Improvement & Performance Management:

• Track, analyze, and report on key trends in customer queries, complaints, and feedback.
• Identify root causes of recurring issues and work with stakeholders to implement solutions.
• Research and apply industry best practices to enhance customer experience standards.
• Lead process improvement initiatives aimed at increasing resolution rates, reducing handling times, and boosting satisfaction scores.
• Coordinate with training teams to ensure staff are up to date with quality expectations and new procedures.

Stakeholder Engagement & Escalation Management:

• Ensure that other departments respond promptly to customer queries within the agreed SLA.
• Partner with operations, IT, and product teams to address systemic issues affecting service quality.
• Serve as a key escalation point for complex customer concerns, providing guidance on resolution strategies.

Regulatory & Compliance:

• Ensure adherence to company policies, confidentiality guidelines, and data privacy regulations in all customer interactions.
• Maintain compliance with industry standards and regulatory requirements in service delivery.

Key Performance Indicators

• Average Quality Score of Customer Interactions
• SLA Compliance Rate for Query Resolution
• Customer Satisfaction (CSAT) and Net Promoter Score (NPS) trends
• First Contact Resolution (FCR) rate
• Reduction in recurring complaint trends
• Timeliness and accuracy of reporting
• Implementation rate of recommended improvements

Job Specifications

Educational Requirements:

• Minimum of a university degree in Business Administration, Communications, Customer Experience Management, or a related field.

Professional Requirements:

• Relevant certifications in Quality Assurance, Customer Experience, or Process Improvement (e.g., Six Sigma, COPC) are an advantage.

Experience Requirements:

• Minimum of 5–7 years of experience in customer service quality assurance, customer experience management, or a related role, with at least 2 years in a supervisory capacity.

Knowledge Requirements:

• Strong understanding of customer experience principles, QA methodologies, and process improvement frameworks.
• Proficiency in quality monitoring tools, CRM systems, and performance analytics.
• Knowledge of escalation management, root cause analysis, and industry benchmarking.

Working Conditions:

• Typically works 40 hours per week, Monday to Friday, with flexibility to monitor and evaluate customer interactions outside regular hours, including weekends and holidays, if required.

Location:
Lekki, Lagos

Employment Type:
Full-Time

About Pharmarun

Pharmarun is a platform that provides fast and easy access to medication by aggregating a network of pharmacies to ensure people get their medication when and where they need it.

Role Summary

We are seeking a
Customer Experience Manager
to oversee all aspects of the customer journey, ensuring consistent, high-quality service delivery and satisfaction. This role involves managing the customer service team, monitoring service performance, and driving continuous improvement in how Pharmarun engages and supports its users.

The ideal candidate is analytical, process-driven, and passionate about healthcare and technology. They will be responsible for setting standards, developing feedback mechanisms, and ensuring that every interaction reinforces trust and reliability in our brand.

Key Responsibilities

• Lead and manage the customer service team to ensure prompt, accurate, and professional handling of all patient and partner inquiries.
• Design and implement customer experience strategies that improve satisfaction, retention, and engagement.
• Establish service quality standards and monitor performance through KPIs such as response time, resolution rate, and customer satisfaction scores.
• Collaborate with operations, product, and marketing teams to identify and resolve recurring customer issues.
• Analyze feedback and data to recommend process improvements and policy updates.
• Oversee training and development programs for the customer service and support team.
• Manage escalations and complex cases, ensuring timely and satisfactory resolutions.
• Prepare regular reports and insights for management on customer trends, challenges, and opportunities.

Requirements

• Bachelor's degree in Pharmacy, Business, Communications, or related field.
• 4–6 years of experience in customer service, customer experience, or operations (healthcare or tech industry preferred).
• Proven ability to lead teams, implement systems, and manage performance metrics.
• Strong communication, analytical, and problem-solving skills.
• Familiarity with CRM tools, ticketing systems, and digital communication platforms.
• Empathetic and patient-focused, with the ability to balance efficiency and quality of care.

What We Offer

• Opportunity to lead and shape the customer experience in a growing healthcare technology company.
• Collaborative, mission-driven environment focused on improving access to healthcare.
• Professional growth and leadership development opportunities.
• Competitive salary, benefits, and performance incentives.