Customer Service Representative Lead at The Foodhub by CWC

The Foodhub by CWC (TFH) is a thriving fast casual restaurant providing a diverse menu of local and continental options to corporate and individual guests. With over 13 years in the hospitality space, our continued success stems from providing the highest quality of food and service to our guests.

TFH caters to busy professionals, families, food enthusiasts, students, and tourists looking for delicious and fast dining experiences. Established in 2021, TFH has quickly become a go-to destination for healthy and flavourful options.

We are recruiting to fill the position below:

Job Title: Customer Service Representative Lead

Location: Lekki, Lagos
Employment Type: Full-time

Who You Are & What You’ll Be Doing

• You are a customer-focused leader responsible for driving service excellence, resolving customer concerns, and ensuring a consistent and positive brand experience across all customer touchpoints.
• You combine leadership, communication, and problem-solving skills to manage the customer service team, improve satisfaction levels, and strengthen customer loyalty.

Your Superpowers

• Exceptional communication and interpersonal skills
• Conflict resolution and complaint management
• Team supervision and coaching
• Service quality monitoring
• Emotional intelligence and professionalism
• Data-driven customer experience improvement

Your Mission (Responsibilities)
Customer Experience Management:

• Ensure exceptional service delivery across dine-in, take-out, and delivery channels.
• Handle escalated customer complaints professionally and promptly.
• Monitor customer interactions to maintain service standards.
• Ensure consistent application of customer service SOPs.

Team Leadership & Supervision:

• Supervise and guide Customer Service Representatives.
• Conduct daily briefings and performance feedback sessions.
• Train new staff on service standards and communication protocols.
• Monitor punctuality, professionalism, and overall conduct.

Quality Assurance & Service Monitoring:

• Track customer satisfaction levels and feedback trends.
• Monitor online reviews and coordinate timely responses.
• Identify service gaps and recommend corrective actions.
• Ensure adherence to hygiene, presentation, and brand standards.

Reporting & Performance Tracking:

• Prepare weekly and monthly customer service reports.
• Track KPIs such as complaint resolution time and customer retention.
• Analyze recurring service issues and propose solutions.

​​​​​​​Collaboration with Operations:

• Work closely with kitchen and operations teams to resolve service delays.
• Ensure seamless coordination during peak hours.
• Support implementation of promotional campaigns from a service perspective.

What Winning Looks Like (KPIs)

• ≥ 95% customer satisfaction rating
• Reduction in unresolved complaints
• ≤ 24-hour resolution time for customer issues
• Improved repeat customer rate
• Positive online review trend
• 100% adherence to service standards.

Application Closing Date
31st March, 2026.

How to Apply
Interested and qualified candidates should forward their CV to: careers@thefoodhubcwc.com using the position as subject of email.