Customer Service Manager

Responsibilities:

Manage and supervise customer service officers/teams across all branches. Ensure customers are attended to promptly, courteously, and professionally. Respond to escalated inquiries, complaints, and service-related issues. Monitor and track customer communication channels (calls, emails, walk-ins, social platforms). Implement customer service policies, standards, and procedures. Prepare weekly/monthly customer service reports for management. Maintain accurate and updated customer databases. Conduct regular service quality checks and customer satisfaction surveys. Train, coach, and support customer service staff. Collaborate with Sales, Marketing, Operations, and Business Development teams to ensure smooth client handover and resolution of all concerns. Develop strategies to improve customer experience and loyalty. Handle sensitive and high-value customer cases professionally. Maintain strong knowledge of company products, properties, and services.

Requirements: Minimum Qualification: Bachelor’s Degree (BSc/HND) in Business Administration, Communications, Marketing, or related field. 3–5 years of customer service experience (at least 1–2 years in a supervisory or managerial role). Industry experience in real estate, banking, telecoms, or hospitality is an added advantage. Strong spoken and written communication skills. Ability to manage a large customer portfolio across multiple branches. Must be detail-oriented, organized, and able to work under pressure. Must possess strong leadership and conflict-resolution skills. Proficiency in CRM tools and customer service software is a plus. Professional certification in customer service is an added advantage. Customer relationship management Complaint resolution and escalation handling Service quality management Team supervision and leadership Client communication and follow-up Data reporting and documentation CRM software knowledge (Zoho, HubSpot, Bitrix, or similar) Microsoft Office proficiency (Excel, Word, PowerPoint) Email and call management Customer data entry and record-keeping Excellent communication and interpersonal skills Problem-solving and conflict management Patience and emotional intelligence Strong organizational and time management skills Professional demeanor and customer-focused attitude Ability to multitask and work in a fast-paced environment