310 Service Manager jobs in Nigeria

JOB OVERVIEW

This role is accountable for leading and scaling Enbros' Managed Service capability. You will own the establishment and execution of service desk processes, customer support workflows, and SLA adherence across multiple clients. The ideal candidate will bring a pragmatic blend of operational excellence, service delivery management, and process optimisation grounded in ITIL principles. You'll be instrumental in shaping how we run managed services – from onboarding and incident management through to reporting and service reviews.

Key Responsibilities:

Service Operations Leadership

• Stand up the Enbros Service Desk capability, ensuring clear intake, triage, escalation, and resolution processes.
• Define and embed standard operating procedures (SOPs) for ticket management, issue tracking, and SLA compliance.
• Implement service catalogue, priority matrices, and service level reporting aligned to client expectations.
• Ensure coverage models and rotas are in place for incident response and scheduled support.
• Build and manage the Service Desk team as client volume grows.

Process & Continuous Improvement

• Lead the adoption of ITIL-aligned processes across Incident, Problem, Change, and Configuration Management.
• Work with the Delivery and Engineering teams to streamline handovers from project close-out to managed service.
• Drive root cause analysis and continuous service improvement initiatives.
• Maintain and iterate service documentation, playbooks, and runbooks.

Client & Stakeholder Engagement

• Serve as the primary operational contact for managed service clients.
• Lead monthly or quarterly service reviews and performance reporting.
• Collaborate with Delivery Managers and Practice Leads to ensure technical depth and client value is sustained post-launch.
• Escalate critical issues and SLA breaches with clarity and accountability.
• Ensure every project completes with a quality review, feeding into Bwana's delivery governance records.

Tooling, Governance, Skills and Experience

• Demonstrated experience running a Service Desk or managing a structured Managed Services operation.
• Strong working knowledge of ITIL frameworks (certification preferred).
• Excellent understanding of SLAs, escalation paths, and client communication protocols.
• Hands-on familiarity with tools like Jira Service Desk, Freshservice, or similar platforms.
• Experience coordinating with technical teams (developers, engineers, analysts) to resolve complex issues.
• Confident in working with non-technical stakeholders and managing client expectations.
• Comfortable building new processes in a scale-up environment with limited legacy constraints.
• Experience working in managed services within the IT ecosystem
• ITIL4 Certifications is an added advantage
• Experience building or optimising managed services for cloud-native or Microsoft-based platforms.
• Familiarity with Microsoft Sentinel or security monitoring practices.
• Ability to contribute to future service catalogue design and commercial models

SALARY: ₦400,000 - ₦500,000 (Gross)

The ideal candidate will oversee all activities of the Service Department and run excellent process to ensure customer retention, cost control, efficient repairs and operations monitoring; manage repair tools and equipment; achieve corporate objectives through effective service unit management.

Location: Awoyaya area, Lagos.

Nature: Full Time and onsite

Pay Range: 6m - 7.8m per annum

Statutory and other benefits apply

Responsibilities

• Ensure Aftersales department conforms to Industry standards in its operations
• Ensure that the Aftersales Department achieves periodic target objectives
• Ensure customer satisfaction by meeting the demands and resolving all issues with their vehicles
• Ensure adequate training and update of staff of Aftersales periodically in line with the OEM recommendations
• Support the Aftersales Manager to improve on the quality of Dealership's commitment to customer service and retention.
• Review and improve the facilities available, improving technical skills and maintaining high standards of quality workmanship as well as adopting best practices in customer handling and communication
• Ensure customers' warranty are pursued in a cost-effective manner while maintaining the best interests of dealership, manufacturer and customer.
• Ensure daily and periodic reports from the service team are accurate and submitted in good time.

Qualifications / Skills

• BSc / HND or Equivalent
• 8+ years' Relevant Experience in Automobile Industry
• Excellent written and verbal communication skills
• Skilled in the use of Microsoft Suites (Excel, PowerPoint) or Google Sheet

Interested? Click on the link below and complete the form.

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Today

Lagos Full Time

Automotive & Aviation NGN 900,000 - 1,200,000

Easy Apply

Good leadership skills Strong hands on mechanical skills Good communication skills Highly computer literate

To lead a group of mechanics to ensure efficient maintenance of vehicles and perform trouble shooting and diagnostics procedure on vehicles and equipment. Will also record observations and findings during diagnostics run and decide on the correct method of repair, as necessary

• Minimum Qualification : Diploma
• Experience Level : Senior level
• Experience Length : 8 years

Responsibilities:

• Lead a group of mechanics to ensure efficient maintenance of vehicles.
• Perform troubleshooting and diagnostic procedures on vehicles and equipment.
• Record observations and findings during diagnostics run and decide on the correct method of repair, as necessary.
• Plan and organise Preventive Maintenance System (PMS) and delegate specific tasks to the concerned section/mechanic.
• Hands-on supervision of all workshop activities, especially technical issues.
• Forecast and order spare parts for specific jobs/special jobs or for stock replenishment.
• Supervise and follow up on the actual progress of each individual repair job.
• Provide on-the-job training as well as coaching and mentoring to mechanics.
• Follow up repair order, registering the time taken to complete each task.
• Responsible for the implementation of HSEQ standards within the workshop area.
• Conduct final check/test driving for all vehicles/trucks prior to release.
• Assists with the Interviewing and conducts hands-on testing of technical applicants.
  Conduct annual performance appraisal of all direct subordinates.

Requirements:

• Minimum of 5 years' experience leading a workshop team. Experience must be gained from heavy-duty vehicles.
• Preferably a graduate, but not compulsory.
• Well-honed leadership and management skills, with an ability to motivate others.
• Hands-on 'real-world' mechanical experience and knowledge.
• Highly computer literate (Microsoft Office).
• Excellent grasp of the English language: verbal and written.
• Sound judgment informed by extensive practical knowledge and experience.
• Innovative, inventive and analytical, able to pre-empt and resolve problems with ease.
• Agile, responsive and good under pressure.
• Able to handle conflict and resolve differences of opinion.
  Background in HSEQ

Personal Attributes:

• Physically robust, able to operate in an austere environment.
• Open-minded to change, new ways of thinking and constructive criticism.
• Inclusive by nature, able to build rapport and command respect.
• A team-oriented individual who is consistent in nature, with a good sense of humour.
  A solution-focused individual who has the ability to get the job done regardless of impediment.

Our client is a renowned world-class manufacturer of a wide range heavy duty trucks. The company mainly develops, produces, and sells various types of heavy-duty vehicles, special vehicles, specialised vehicles, engines, transmissions, axles, and other assemblies and automotive components. It has a full range of commercial vehicle brands and is one of the most comprehensive heavy-duty truck enterprises in the world in terms of driving forms and power coverage. Its products are exported to more than 110 countries. With the corporate vision of 'building a world-class group of full series of commercial vehicles', the company has accelerated the pace of independent innovation, continuously increased investment in research and development, introduced high-end technical talents, created a working and entrepreneurial ecology, and built high-end national independent brands. As part of its vision to be the number one manufacturer of heavy duty vehicles in the world, it has set up its operations in Nigeria and is now seeking to recruit an outstanding individual as the Service Manager.

Job Overview

As a CSM at Omits, you will build and lead a scalable, high-performing customer support function. You will be responsible for developing systems and processes, setting performance standards (KPIs), and optimizing workflows. By analyzing customer insights and leveraging technology, you will drive operational excellence and ensure our team delivers consistent, world-class service, positioning Omits as a trusted fintech leader.

Key Responsibilities

• Hands-On Support – Manage a caseload of customer inquiries, ensuring issues are resolved with empathy, accuracy, and efficiency.
• Team Leadership – Coach, mentor, and motivate customer service ambassadors to deliver consistently high-quality service.
• KPI & Performance Management – Track team and individual performance against metrics such as response time, resolution rate, and customer satisfaction.
• Process Improvement – Identify bottlenecks and implement scalable solutions to improve workflow and efficiency.
• Training & Development – Provide guidance, feedback, and skill-building opportunities to help agents grow.
• Escalation Management – Act as the go-to for complex cases and ensure customer concerns are resolved effectively.
• Collaboration – Work with cross-functional teams (Compliance, Product, Operations) to streamline support processes and improve the customer experience.

We're seeking individuals who are:

• Customer-focused, with a natural ability to listen, empathize, and solve problems under pressure.
• Operationally sharp, able to balance frontline responsibilities with strategic oversight.
• Strong communicators, capable of leading a team while simplifying complex issues for customers.
• Hands-on leaders, who lead by example and aren't afraid to take calls alongside their team.
• Adaptable problem-solvers, who thrive in a fast-paced, evolving fintech environment.

Qualifications & Requirements

• Education: Bachelor's degree (BSc/BA/HND) or equivalent experience.
• Experience: Minimum 5 years in customer service, with at least 2 years in a supervisory or managerial capacity. Background in fintech, banking, or technology startups is a strong advantage.
• Leadership Skills: Proven ability to coach, mentor, and conduct quality assurance to elevate team performance.
• Team Management: Experience managing remote, shift-based teams across multiple time zones.
• Communication: Exceptional oral and written communication skills, with the ability to resolve conflicts and build trust.
• Technical Tools: Proficiency with CRM platforms (Intercom, Zendesk, Freshdesk, etc.); Intercom experience is highly valued.
• Language Skills: Fluency in English is required; proficiency in additional languages such as French, Spanish, or widely spoken African languages will be considered a strong asset.
• Personal Attributes: Patient, empathetic, adaptable, and able to thrive in a high-pressure, fast-paced environment.

Compensation & Growth

• Highly Competitive Package: We offer a compensation package that reflects your experience, expertise, and impact.
• Career Progression: Opportunity to grow into the Head of Customer Experience role as Omits expands and scales globally.

To Complete your Application, paste the Link below in your browser and fill the form.

Job Type: Full-time

Application Deadline: 24/08/2025

Job Opening

TeamAce Limited: Our client, a reputable culinary brand, is looking to fill the role of:

Job Title: CUSTOMER SERVICE MANAGER

Location: Ikoyi

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As the Customer Service Manager, you will be responsible for overseeing customer interactions, managing the service team, and ensuring smooth order processing and client satisfaction.

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Responsibilities

• Oversee daily customer service operations, ensuring timely and professional handling of client inquiries and orders
• Manage and train the customer service team to maintain excellent communication and efficiency
• Monitor performance, set KPIs, and handle escalated customer issues
• Analyze feedback to improve service quality and strengthen customer relationships

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Requirements

• B.Sc./HND in Business Administration, Communications, Hospitality, or related field
• Minimum of 3–5 years' experience managing customer service or client relations teams
• Excellent leadership, communication, and problem-solving skills
• Proficiency in CRM systems, Microsoft Office Suite, and service management tools

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Salary

• NGN 300,000 – NGN 500,000 Monthly

Qualified and interested candidates should apply here:

Job Type: Full-time

Pay: ₦300, ₦500,000.00 per month

• 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

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)