44 Customer Service Manager jobs in Nigeria

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.

Job Summary

The Customer Service Manager is responsible for overseeing the customer service department, ensuring high-quality service delivery, and maintaining customer satisfaction across all outlets. The role involves managing a team of customer service representatives, handling escalations, analyzing customer feedback, and implementing strategies to improve the overall customer experience.

Key Responsibilities

• Leadership & Team Management
• Supervise, train, and motivate customer service staff to deliver excellent service.
• Set clear performance targets (KPIs) and monitor results.
• Conduct regular team meetings and training sessions.
• Customer Service Operations
• Ensure prompt and professional handling of all customer inquiries, complaints, and feedback.
• Develop and enforce service standards, policies, and procedures across outlets.
• Coordinate with outlet managers, kitchen staff, and delivery teams to resolve customer issues quickly.
• Customer Relationship Management
• Build strong relationships with customers to encourage loyalty and repeat business.
• Monitor customer satisfaction scores and recommend improvement initiatives.
• Implement strategies to enhance customer retention and reduce complaints.
• Performance Monitoring & Reporting
• Track service performance metrics such as response time, resolution rate, and satisfaction scores.
• Prepare weekly and monthly reports for management.
• Identify service gaps and recommend solutions.
• Cross-Department Collaboration
• Work closely with Operations, Sales, and Marketing to align service strategies with business goals.
• Provide customer insights to support product development and promotional campaigns.

Qualifications & Skills

• Bachelor's degree in Business Administration, Hospitality Management, Communications, or related field.
• 3–5 years of proven experience in customer service, with at least 2 years in a supervisory role (preferably in QSR, retail, or hospitality).
• Strong leadership, coaching, and people management skills.
• Excellent communication, problem-solving, and conflict resolution abilities.
• Proficient in CRM systems, Microsoft Office, and reporting tools.
• Ability to work under pressure, handle escalations, and maintain professionalism.

Job Type: Full-time

Pay: From ₦300,000.00 per month

Experience:

• Customer service: 3 years (Preferred)

Our client, a fashion industry trail blazer is seeking to recruit a store manager who will manage the affairs of his business. The candidate must be available to resume immediately and must have a strong customer service background

The ideal person must be customer driven, willing to learn, reside close to Ketu.

Previous experience in jewelry industry is a plus.

Job Type: Full-time

Pay: From ₦100,000.00 per month

Company Description

CMB Building Limited, established in 2002, is a leading Real Estate firm in Nigeria that provides affordable housing and world-class estate development services. With over 250 employees and multiple development sites across the country, we are known for our diverse range of properties, from bungalows to high-rise buildings. Our projects reflect excellence and attention to detail, and we are dedicated to restructuring to tackle specific challenges. Our passion and commitment to excellence set us apart from the competition.

Role Description

This is a full-time on-site role for a Client Services / Sales & Marketing Officer located in Lagos Island. The Officer will manage day-to-day client service activities, ensure customer satisfaction, handle customer service tasks, and communicate effectively with clients. The role also involves supporting sales and marketing activities and contributing to financial planning and analysis.

Qualifications

• Strong skills in Client Services, Customer Service, and Customer Satisfaction
• Excellent Communication skills, both written and verbal
• Basic knowledge in Finance and financial planning
• Proven ability to manage multiple tasks and deliver on deadlines
• Experience in the real estate industry is a plus
• Bachelor's degree in Business Administration, Marketing, Finance, or related field
• Ability to work collaboratively with a team

Job Summary

The Customer Service Operations Officer is responsible for ensuring customers enjoy a positive shopping experience by providing excellent service, handling inquiries and complaints, and supporting smooth day-to-day store operations. This role combines front-line customer engagement with back-end operational tasks such as coordinating with inventory staff, monitoring store cleanliness, and ensuring service standards are maintained.

Key Responsibilities

• Customer Service
• Welcome and engage customers warmly, assist with product selection, and provide accurate product information.
• Handle customer complaints, returns, and exchanges promptly in line with company policies.
• Ensure a fun, safe, and family-friendly shopping atmosphere that reflects the toy shop's values.
• Operations Support
• Monitor store floor activities and ensure smooth customer flow.
• Collaborate with inventory officers to ensure popular toys are always well-stocked and displayed attractively.
• Support checkout operations by assisting with POS systems, cash handling, and queue management when necessary.
• Maintain accurate daily service logs and report recurring issues to management.
• Team Coordination
• Work closely with the customer service team to ensure shifts are adequately covered.
• Assist in training new customer service staff on store policies, customer interaction techniques, and product knowledge.
• Share feedback from customers to help improve service delivery and operational efficiency.
• Store Presentation & Compliance
• Ensure store sections are tidy, organized, and safe for children and families.
• Follow health, safety, and security guidelines in the store.
• Support in preparing for promotions, holiday displays, and special events.

Requirements

• OND/HND/Bachelor's degree in any discipline (or relevant experience).
• 1–2 years of experience in retail, customer service, or sales (experience in a toy shop or family-oriented store is an advantage).
• Strong communication and interpersonal skills with a friendly, approachable demeanor.
• Ability to multitask, stay calm under pressure, and handle difficult customers professionally.
• Basic IT/computer skills (POS, MS Office).
• Flexibility to work weekends, holidays, and extended hours during peak seasons.

Key Competencies

• Customer-focused mindset
• Problem-solving and conflict resolution
• Teamwork and collaboration
• Attention to detail
• Time management

Job Type: Full-time

Pay: From ₦150,000.00 per month

Application Question(s):

• Where are you currently Located?
• Are you comfortable working on weekends?

Client Services Officer

Experience: At least 2 years' work experience in Travel, Hospitality, Immigration, Visa services. Must be interested in this industry.

Location: Lekki, Lagos

Salary: N100,000

Industry: Visa & Immigration

Job Objective

To support the client team in managing the end to end interactions with prospective and existing clients and administrative needs. To also manage daily operational tasks, in alignment with executing overall strategy for the unit.

Key Responsibilities

Client Relationship Management

· Maintaining relationships with clients and key stakeholders within the Organisation.

· Filling out Client's travel applications and documents (paper & online).

· Liaising with embassies and travel agency partners.

· Coaching Clients prior to Embassy appointment.

· Act as point of contact for complaints and escalate issues as appropriate.

· Support the sales team up-sell or cross-sell services.

· Ensure both the company and clients adhere to agreements.

· Assist with Visa Processing being processed by Travel Documentation & Visa Processing Officers.

· Ensure that all Organisation's policies and processes are followed in both written and verbal relations with Clients

· Sending of complimentary messages to Clients.

· Communicating (written & oral) with Clients when required and treating communication with utmost confidentiality.

· Coaching and advisory services to Clients in preparation for application appointments.

Admin Management

· Execute administrative tasks & Projects.

· Assist direct report in resolving administrative Issues.

· Execute Clients' task in alignment with all organizational policies, processes and checklists.

· Prepare and modify documents including correspondences, reports, drafts, memos and emails.

· Ensure timely submission and collection of customer visa application.

· Submit weekly activity and progress report.

· Adhere to all Organisation's policies, processes and core values

Sales

· Study competition to find new ways to retain customers.

· Collaborate with manager to address clients' needs.

· Direct potential leads to the sales team and follow up on progress.

· Alert the sales team on opportunities for further business within clients.

· Continually Inform Clients about other services the Organisation offers.

Client Portal Management & Research

· Continually update the CRM tool and managers about changes concerning clients.

· Examine all Client's travel documents and ensure Checklist is ticked appropriately.

· Maintain electronic and hard copy filing system, perform data entry and scan documents.

· Continually research and be abreast of different Countries' Visa Application process and requirements.

· Keep Clients' records and information in the appropriate and allocated Office Cabinet.

· Assist Research and Social Media Unit with information and professional advice when required.

Key Performance Indicators (KPIs)

· Number of excellent Client feedback

· Delivery on project and assignment given within stipulated time.

· Enquiries converted to clients

· Level of Professionalism

· Number of Visa Applications Processed

· Number of Error free applications

· Submission of weekly activity and progress report

Minimum Job Requirements

Education/Certifications:

BSc in Business Administration, International Relations, Social Sciences or any related discipline with a minimum of Second class Lower

Knowledge, Skills and Abilities:

· Proven experience as a Client Relations or Relationship Management.

· Background in customer service; industry knowledge is an advantage.

· Proficiency in MS Office and knowledge of operating standard office equipment.

· A customer-oriented attitude.

· Excellent communication, negotiation and management skills.

· Problem-solving attitude.

· Ability to work well with a team.

· Effective coordination skills.

· Excellent Research & Feedback skills.

· Excellent use of initiative and proactive approach in delivering tasks.

· Ability to learn fast and teach others.

· Attention to details.

· · Ability to work alone.

Job Type: Full-time

Pay: ₦100,000.00 per month

Experience:

• visa and immigration services: 2 years (Required)
• administrative assistance: 2 years (Required)

Company Description

Avario Digitals is becoming a preferred provider in technology, communications, and consulting in Nigeria. We specialize in helping both individual and corporate brands achieve success through tailored solutions. Our expertise spans across various industries, positioning us as a trusted partner in driving growth and innovation. We are dedicated to delivering excellence and fostering strong client relationships to ensure satisfaction.

Role Description

This is a full-time hybrid role for a Client Services Manager. The position is based in Ogba Ikeja , with some work-from-home flexibility. The Client Services Manager will be responsible for overseeing customer service operations, ensuring high levels of customer satisfaction, and managing client relationships. Day-to-day tasks include addressing client inquiries (project levels), resolving issues, analyzing client needs, and ensuring effective communication between clients and the company. The manager will also develop strategies to enhance client services and support business growth.

Our CSM is the operational and relational heart of our client accounts. Their entire focus is on the health of the relationship and the efficiency of the process.

The key responsibilities of our Client Service manager are:

Primary Client Contact: The single point of contact for all day-to-day client communication. You "own" the relationship.

Project & Account Management: You manage timelines, budgets, and resources for all work on their accounts. You ensure projects are delivered on time and on budget.

Scope Guardian: You are ruthless about scope creep. You manage change requests and you are responsible for initiating conversations about additional fees when the client asks for something new.

Internal Advocate: You translate client needs into clear, actionable briefs for your internal teams (the digital and tech teams).

The "Shield": You protect your creative and technical teams from direct, unstructured client feedback and ad-hoc requests, ensuring the team can focus on doing great work.

Retention & Growth: You are responsible for client satisfaction, contract renewals, and identifying opportunities to upsell additional services (e.g., "Your website is great; now you need SEO to make it visible").

Reporting & Communication: They are responsible for presenting reports, leading status meetings, and showing the client the value they're getting for their investment.

Qualifications

• Customer Satisfaction and Client Services skills
• Strong Analytical Skills and ability to assess client needs
• Excellent Communication and Customer Service skills
• Proven track record of managing client relationships effectively
• Bachelor's degree in Business Administration, Communications, or a related field
• Ability to work both independently and in a team environment
• Experience in the technology, communications, or consulting industry is advantageous

Method of Application
- Interested and qualified candidates should send their CV and Cover Letter to: using "Client Service Manager Application – Avario Digitals" as the subject of the email.

• Are you great with people, organized, and able to think on your feet? We're looking for a highly proactive client service manager to join our fast-growing digital agency.
• You'll be the bridge between our clients and our creative teams - managing communication, timelines, and client satisfaction.

JOB TITLE : ELECTRICAL ENGINEERS/CLIENT SERVICES (SOLAR/INVERTERS)

LOCATION : KADUNA , KADUNA STATE.

Minimum Qualification:

• Degree or National Diploma in Electrical Engineering/ Electronics Engineering or Physics.
• MUST HAVE 3 Years INVERTER AND SOLAR SYSTEMS EXPERIENCE.

Job Summary:

• Solar Client Services Engineers and installation engineers needed immediately in Kaduna.
• Respond to customer inquiries and requests for quotes.
• Manage engineers.
• Arrange site inspections.
• Generate daily, weekly and Monthly reports

Job Description:

• Conduct Site Inspections and write reports as well as recommendations for inverter, solar systems and Street lights.
• Install Inverter systems, Battery banks, Solar Systems, Streetlights etc.
• Video tape and take photos of all installations.
• Expert level knowledge of electricity load separations.
• All other Electrical installation tasks as assigned by Engineering team lead.

Requirements:

• Minimum of 3 years experience with installation of Inverter and Solar Systems.
• Proficiency in designing and configuring solar power and hybrid inverter power plants.
• Ability to follow simple instructions.

SALARY :

*N235,000 - N355,000 PER MONTH

*FREE RESTAURANT CATERED LUNCHES

*N1,000 - N2,000/day per diem daily meal allowance outside Kaduna

*N2,500 extra per diem daily meal allowance outside Nigeria.

*Free Hotel Accommodation outside Lagos

*N100,000 Yearly housing allowance after 24 months.

*Free 2-3 Bedroom apartment in KACHIA ROAD Area, Kaduna after 36 months of continuous successful employment (N1M -N1.5M)

* Free 3.5KVA INVERTER system at personal home after 36 months of employment (N1.5M value)

TO APPLY :

Send CV by email to :

ONLY QUALIFIED AND EXPERIENCED CANDIDATES NEED APPLY.

NO TELEPHONE CALLS, PLEASE.

AVAILABILITY : IMMEDIATE

CLOSING DATE - SEPTEMBER 20, 2025

Job Type: Full-time

Pay: ₦235, ₦355,000.00 per month