Customer Service Manager at a Reputable Courier Company - Kelvix Consult

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, complaint 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.
• 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.
• 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.

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.
• Experience in logistics, e-commerce, or supply chain service environments is highly preferred.
• Strong leadership, coaching, and team management skills.
• 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.

Salary
N200,000 - N250,000 Monthly.

Application Closing Date
7th August, 2025.

How to Apply
Interested and qualified candidates should send their Applications to: kelvixconsult@gmail.com 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.