Customer Service Manager at Outsource Nigeria - Omni Channel

Outsource Nigeria is a full-service Human Resources agency, specializing in providing outsourced turnkey manpower solutions to growing companies. Our solution include HR Services, Recruiting, Accounting, IT Support, Business Intelligence, Developers, and Operations including management and field / phone / automated based resources. The core of Outsource Nigeria’s success is its people.

We are recruiting to fill the position below:

Job Title: Customer Service Manager

Location: Head Office or Regional Office - Lekki, Lagos
Employment Type: Full-time
Reports to: Head of Operations / Director of Client Services

Job Summary

• The Customer Service Manager leads the customer service team to deliver prompt, professional, and effective support to clients and partners.
• This includes overseeing customer touchpoints across channels and resolving escalated complaints.

Key Responsibilities

• Lead and manage a team of customer service officers, ensuring KPIs are met.
• Develop and enforce service standards, response time protocols, and escalation processes.
• Handle complex customer complaints and ensure resolution within SLA.
• Liaise with operations, technical, and finance departments to resolve systemic issues.
• Monitor customer satisfaction through surveys, feedback tools, and analytics.
• Recruit, train, and supervise customer service staff and corpers.
• Prepare detailed reports on customer queries, complaints, and service trends.
• Recommend improvements to systems and processes to enhance the customer experience.

Requirements

• Bachelor’s Degree in Business, Communication, or related field.
• 5–7 years of experience in customer service roles; 2+ years in a managerial capacity.
• Strong problem-solving, people management, and communication skills.
• Familiarity with CRM platforms, helpdesk tools, and customer analytics.

Salary Budge
N200,000 Monthly + PFA + HMO.

Application Closing Date
30th June, 2025.

Method of Application
Interested and qualified candidates should send their CV to: jobs@outsourcenigeria.com using the Job Title as the subject of the mail.