Customer Service Manager in a Reputable Courier Company

Kelvix Consult - Our client, a reputable courier company, is recruiting to fill the position below:

Job Title: Customer Service Manager

Location: Ikeja, Lagos
Employment Type: Full-time

Job Summary

• We are looking to hire a Customer Service Manager with proven experience in client satisfaction, service excellence, and strong skills in data analysis and process improvement.
• The ideal candidate will lead the customer service team, enhance customer experience, and implement strategies to optimize service delivery and client retention.
• To lead the customer service function across the organization, ensuring a seamless, professional, and customer-centric experience.
• The Customer Service Manager will develop and implement service policies, improve client satisfaction, handle escalations, manage key accounts, and drive service quality across all customer touchpoints.

Responsibilities

• Develop and implement customer service standards, policies, and procedures aligned with operational goals.
• Lead, manage, and mentor the customer service team to ensure high performance and service excellence.
• Oversee the daily operations of the customer service department, including response management, complaints resolution, and client satisfaction tracking.
• Establish and monitor Key Performance Indicators (KPIs) such as first response time, ticket resolution time, CSAT, NPS, and escalation rate.
• Drive continuous improvement initiatives to optimize customer experience and operational efficiency.
• Build strong relationships with key clients and partners to maintain satisfaction and ensure long-term retention.
• Manage customer escalations and sensitive cases to a successful resolution while maintaining professionalism and brand integrity.
• Prepare periodic service performance reports for senior management and recommend improvements.
• Ensure compliance with service-level agreements (SLAs), company policies, and regulatory standards.
• Collaborate with logistics, dispatch, and operations teams to resolve delivery issues and proactively manage delays or service failures.
• Identify training needs and coordinate onboarding, upskilling, and development programs for the customer service team.
• Analyze service data, customer feedback, and incident trends to make data-driven decisions and improve service delivery.

Requirements and Qualifications

• Bachelor's Degree in Business Administration, Communications, or a related field.
• Minimum of 5–7 years of experience in customer service, with at least 2 years in a supervisory or managerial role.
• Excellent communication and interpersonal skills.
• Proficiency in CRM software, Microsoft Office, and service analytics tools.
• Demonstrated ability to resolve conflict, manage pressure, and drive client satisfaction.
• Analytical mindset and results-oriented approach.
• Experience in logistics, e-commerce, or supply chain service environments is highly preferred.
• Strong leadership, coaching, and team management skills.

Salary
N200,000 - N250,000 Monthly.

How to Apply
Interested and qualified candidates should send their Applications to: [email protected] using the Job Title as the subject of the email.

Note: Only candidates who meet the criteria outlined above will be considered. If you do not meet the requirements, we kindly ask that you do not apply.

Application Deadline  7th August, 2025.