Customer Service Manager Job at the People Practice

The People Practice - Our client, a fast-growing Culinary Company which offers top-tier culinary products and catering services, is recruiting to fill the position below:

They are recruiting to fill the position below:

Job Position: Customer Service Manager

Job Location: Lagos
Employment Type: Full-time

Job Summary

• We are seeking to hire a dynamic and passionate Customer Service Manager to lead their customer support team and ensure their customers receive best-in-class service.
• As the Customer Service Manager, you will oversee the day-to-day operations of the customer service department, ensuring seamless interactions across multiple channels.
• You will be responsible for creating an efficient, customer-centric environment that can scale as the company grows.

Responsibilities

• Manage and mentor a growing customer service team, ensuring high performance and professional development.
• Oversee the daily operations of customer service across all channels, ensuring inquiries are resolved promptly and accurately.
• Develop strategies to enhance the overall customer experience and maintain a high customer satisfaction score.
• Identify inefficiencies and propose solutions to streamline processes, ensuring scalability as the company expands.
• Work closely with sales, marketing, and culinary teams to ensure a consistent and seamless customer experience.
• Utilize customer service metrics to drive improvements and present actionable insights to senior leadership.
• Manage customer complaints and escalations, turning potential issues into positive outcomes.

Qualifications

• Minimum of 4 years of proven experience as a Customer Service Manager, preferably in the culinary, hospitality, or fast-growth industries.
• Familiarity with customer service software (Zendesk, Freshdesk, etc.) and CRM platforms.
• Ability to work in a fast-paced environment and handle high-pressure situations.
• Passion for the culinary industry and a desire to contribute to a customer-centric culture.

Must have skills:

• Excellent communication and problem-solving abilities, with a customer-first mindset.
• Strong leadership and people management skills with experience scaling teams.
• Strong analytical skills to interpret customer feedback and derive actionable insights.