Customer Service Manager at Sun King (Formerly Greenlight Planet)

Greenlight Planet is a multinational, for-profit business that designs, distributes, and finances solar-powered home energy products, with an underserved population in mind: the 1.3 billion global consumers for whom the old-fashioned electrical grid is either unavailable or too expensive.

Over a decade in business, the company is now a leading global brand in emerging markets across Asia and Sub-Saharan Africa.  Greenlight’s Sun King™ products provide modern light and energy to 26 million people in more than 40 countries and have sold over 10.5 million products worldwide.

We are recruiting to fill the position below:

Job Title: Customer Service Manager

Location: Lagos

Description

• The Customer Service Manager, Nigeria will lead the call center service team with a customer-centric vision, prioritizing customers to ensure Sun King’s customer satisfaction and operational excellence align with industry standards.
• The role is responsible for managing performance KPIs of the service teams, conducting regular team engagements including welfare checks, driving continuous improvement, and providing coaching and mentoring to build capacity.
• The role also involves stakeholder engagement to support joint initiatives aligned with business objectives and customer-centricity.

What you would be expected to do

• Manage service function operations while driving a strong customer-centric culture across the business.
• Oversee and motivate staff, building a high-performing operational team and fostering accountability, results orientation, and flexibility to meet or exceed customer expectations. Enable managers to guide their teams self-sufficiently with strong coordination within a capability-based network.
• Evaluate and optimize workforce capacity and skills mapping within the call center structure to deliver best-in-class service across all service lines and products.
• Ensure all clients are served within required timelines by developing and reviewing processes and policies to enhance customer satisfaction.
• Drive efficiency in case management, ensuring escalations are resolved within established SLAs, while continuously documenting and implementing improvement recommendations.
• Manage escalated issues, including service disruptions and system outages, ensuring proper follow-through and feedback to customer-facing teams.
• Proactively develop and implement systems and projects that reduce customer effort in accessing products and services through effective monitoring, tracking, and reporting.
• Oversee billing and vendor management for call center operational costs, while driving cost optimization initiatives and working with telecom providers to enable remote work.
• Review and approve outgoing customer communications to ensure quality and consistency.
• Coordinate customer onboarding efforts, ensuring continued success in customer satisfaction and experience.
• Assess customer trends and performance data to make informed choices about operational and procedural changes.
• Encourage people management practices, ensuring process compliance and effective performance management aligned with company policies.
• Drive team engagement and inclusion, maintaining productivity across fully remote teams through structured feedback loops.
• Work with key stakeholders to achieve high internal and external customer satisfaction, improving NPS and CES scores.
• Partner with the senior team across functions to define and implement successful programs and enable growth within the call center.
• Manage disciplinary processes where coaching and training have not achieved the desired increase in performance, ensuring proper documentation and stakeholder alignment.
• Ensure accurate daily, weekly, and monthly reporting on service campaign performance against defined metrics.
• Maintain accurate records of attendance and absences across systems and trackers.
• Develop tracking systems to identify trends and support data-informed conclusions.
• Ensure accountability across team members and managers, involving HR in disciplinary actions where necessary.
• Maintain effective control of shrinkage.
• Ensure smooth remote operations by proactively addressing issues and implementing solutions such as hybrid work models where needed.
• Oversee and evaluate performance appraisals for customer service functions, including quarterly reviews.
• Maintain rigorous hourly, daily, weekly, and monthly performance tracking with strong follow-up systems to ensure targets are met.

You might be a strong candidate if you

• Have Bachelor’s Degree preferred. 
• Have a minimum of 3 years’ experience managing operational customer service teams in a managerial capacity. 
• Have  Strong team-oriented mindset, with patience and a people-focused approach when working with highly skilled and knowledgeable teams. 
• Have Strong data-driven and research capabilities, with the ability to translate customer feedback into actionable data and customer insights into product recommendations. 
• Have Demonstrated ability to motivate and communicate effectively with stakeholders at all levels. 
• Have Strong relationship management skills, with the ability to leverage networks to deliver service improvements. 
• Have  Excellent communication and negotiation skills. 
• Have  Customer-focused approach, with a dedication to delivering high-quality service and fostering a positive, customer-focused experience. 
• Have Strong organizational skills, ensuring effective follow-up and attention to detail. 
• Have Ability to coach and mentor diverse, high-performing teams. 
• Have  Experience in driving staff engagement and applying strategies that enhance team morale. 
• Have Experience working in both collaborative and dedicated service environments. 
• Have  Proficiency in Microsoft Office, internal business tools, and data insights tools. 
• Have  Strong people management and talent development capabilities. 

Application Closing Date
Not Specified. 

How to Apply
Interested and qualified candidates should:
Click here to apply online