Customer Service Manager at Kheir Industry & Trade Limited

Kheir Industry & Trade Limited is focused on providing quality products that enhances consumers experiences. Consumers needs are identified through researching, gathering and analyzing data that best describe current needs and trends. The company’s holding group “Golden Phoenix” is always on the lookout internationally for products’ manufacturers that fulfill the customers and consumers needs. Products are made available to Kheir Industry & Trade Limited via its’ holding group “Golden Phoenix” that handles international purchasing for all its subsidiaries. Products are marketed, sold and distributed using top of the line tools, techniques and technologies, ensuring optimum product visibility, distribution and performance.

We are recruiting to fill the position below:

Job Title: Customer Service Manager

Location: Apapa, Lagos
Employment Type: Full-time

Job Description

• We are seeking a Customer Service Manager to lead and optimize our customer service operations, ensuring excellent service delivery, efficient processes, and data-driven performance management.
• The ideal candidate will combine strong people leadership with analytical skills to enhance customer experience, resolve operational issues, and support business growth.

Key Responsibilities

• Oversee the end-to-end customer service process, from order placement to post-delivery support.
• Collaborate with sales, warehouse, and logistics teams to ensure timely resolution of customer inquiries and issues.
• Manage customer complaints, escalations, and service recovery processes professionally and effectively.
• Support order management, returns processing, and customer account reconciliation where applicable.
• Recommend and implement process improvements based on customer feedback and service data insights.
• Supervise, coach, and mentor the customer service team to uphold service standards and performance targets.
• Ensure proper documentation of customer interactions and adherence to company policies and procedures.

Requirements

• Bachelor’s degree in Business Administration, Marketing, or a related field.
• 3 – 5 years of experience in customer service management, operations, or service coordination.
• Proven experience managing customer service operations in structured or fast-paced environments.
• Strong proficiency in Excel, CRM or ERP systems, and reporting tools (e.g., Power BI is an advantage).
• Excellent communication, problem-solving, and interpersonal skills.
• Highly organized, detail-oriented, proactive, and able to work independently with minimal supervision.
• Customer-focused mindset with strong leadership and decision-making abilities.

Application Closing Date
15th February, 2026.

How to Apply
Interested and qualified candidates should send their CV to: hr@kheir.trade using the Job Title as the subject of the email.