Head, Customer Service at Majeurs Holdings Limited

MAJEURS HOLDINGS LTD is a creative and luxury furniture manufacturing company founded in June 2011 with headquarters in the United Kingdom and a production factory in Lagos State, Nigeria. The company is the premier manufacturer of luxury furniture in West Africa. Majeurs Holdings Ltd, the parent company, houses Majeurs Furniture, Majeurs Academy and Mande.

We are recruiting to fill the position below:

Job Title: Head, Customer Service

Location: Lagos

Key Responsibilities
Customer Service Leadership & Strategy:

• Develop and implement customer service policies, procedures, and standards to enhance the overall customer experience.
• Monitor customer service performance metrics and drive initiatives for continuous improvement.
• Ensure compliance with company policies and industry best practices.

Team Management & Development:

• Lead, train, and mentor the customer service team to enhance productivity and service quality.
• Set performance goals, conduct appraisals, and provide feedback for continuous development.
• Foster a positive work environment that promotes teamwork and professional growth.

Customer Support & Relationship Management:

• Oversee customer interactions and ensure timely resolution of inquiries, complaints, and escalations.
• Develop strategies to enhance customer satisfaction, loyalty, and retention.
• Collaborate with other departments to ensure seamless service delivery.

Process Improvement & Reporting:

• Analyze customer feedback and trends to recommend service improvements.
• Utilize data and reports to track performance and identify areas for optimization.
• Implement technology and tools to streamline customer service operations.

Crisis Management & Conflict Resolution:

• Handle high-level customer complaints and complex issues professionally.
• Develop proactive solutions to mitigate service-related challenges.
• Ensure swift and effective resolution of service disruptions.

Requirements

• Candidates should possess an HND / BSc with 6 years experience.

Application Closing Date
28th February, 2025.