Customer Service Manager at Service Arts and Hospitality Academy (SAHA Africa)

At SAHA Africa, we are dedicated to elevating the hospitality industry by connecting businesses with top-tier talent and providing comprehensive training for hospitality professionals. With years of experience in the industry, we specialize in recruitment services that help hotels, restaurants, and hospitality establishments find skilled and passionate staff. Our extensive network and deep understanding of the sector ensure that we match the right talent with the right opportunities, helping businesses thrive.

We are recruiting to fill the position below:

Job Title: Customer Service Manager

Location: Lagos
Job Type: Full Time

Job Summary

• We are looking for a highly skilled and emotionally intelligent Customer Service Manager to lead and elevate our guest experience across all customer touchpoints. 
• The ideal candidate will have a unique blend of both hospitality and corporate customer service experience, with a proven ability to lead teams, resolve issues calmly, and maintain top-tier service standards.

Key Responsibilities

• Oversee and manage the day-to-day customer service operations
• Ensure a consistent, high-quality guest experience across all channels
• Train, supervise, and support customer-facing staff
• Handle escalated customer concerns with professionalism and empathy
• Monitor and improve customer feedback processes and service standards
• Collaborate with other departments to enhance overall guest satisfaction
• Create and implement strategies to improve customer engagement and loyalty
• Maintain detailed reports on service performance and guest feedback

Requirements

• Minimum of 3–5 years in customer service, with experience in both hospitality and corporate environments
• Strong leadership and team management skills
• Excellent verbal and written communication abilities
• Emotionally intelligent, professional, and solution-oriented
• Tech-savvy and able to use customer service tools and software
• Ability to remain calm under pressure and handle high-stress situations
• Literate, well-spoken, and passionate about creating exceptional guest experiences.

Application Closing Date
Not Specified.