Customer Service Manager at Mshel Homes Limited

Mshel Homes Limited is a real estate development and marketing company incorporated in 2018 with a unique vision to be the leading real estate company in Nigeria, with an outstanding reputation for honesty, integrity, and impeccable customer service.

At Mshel Homes Limited, our mission is to create a lifetime relationship with our clientele by delivering property solutions through innovative and technology-driven processes that cater to your real estate needs whilst adhering to the highest standards, systems, and performance goals necessary to achieve your dreams.

We are recruiting to fill the position below:

Job Title: Customer Service Manager

Location: Abuja (FCT)
Employment Type: Full-Time

Job Summary

• We are seeking an experienced, dynamic, and results-driven Customer Service Manager to lead and inspire our customer service team.
• In this role, you will be responsible for overseeing the day-to-day operations of the customer service department, ensuring the delivery of exceptional service standards, and developing strategies to improve customer satisfaction and team performance.
• The ideal candidate is a strong leader with a proven track record in managing customer-facing teams and driving continuous improvement.

Key Responsibilities

• Team Leadership: Supervise, mentor, and motivate a team of Customer Service Representatives to achieve individual and departmental performance targets.
• Performance Management: Monitor team KPIs, including call resolution rates, customer satisfaction scores (CSAT/NPS), and average handling time; conduct regular performance reviews and coaching sessions.
• Operations Oversight: Oversee daily operations of the customer service department, ensuring adequate staffing, scheduling, and adherence to service level agreements (SLAs).
• Escalation Handling: Serve as the point of escalation for complex or high-priority customer complaints, ensuring swift and professional resolution.
• Training & Development: Identify skills gaps and coordinate training programmes for new and existing team members to maintain high service standards.
• Process Improvement: Continuously evaluate customer service workflows, identify inefficiencies, and implement process improvements to enhance team productivity and customer experience.
• Reporting & Analysis: Prepare and present regular reports on team performance, customer feedback trends, and departmental metrics to senior management.
• Cross-functional Collaboration: Work closely with sales, operations, and product teams to communicate customer insights and align service delivery with business objectives.
• Policy Development: Develop and enforce customer service policies, procedures, and quality standards to ensure consistency across all interactions.
• Customer Retention: Drive initiatives that improve customer loyalty, reduce churn, and increase satisfaction across all service channels.

Qualifications and Skills

• Education: Bachelor's Degree in Business Administration, Communications, or a related field; a relevant Master's degree is an added advantage.
• Experience: Minimum of 3–5 years of experience in customer service, with at least 2 years in a supervisory or managerial role.
• Leadership: Proven ability to lead, manage, and develop high-performing teams in a fast-paced environment.
• Communication: Excellent verbal and written communication skills with the ability to interact professionally at all levels of the organization.
• Analytical Thinking: Strong data analysis and reporting skills; ability to interpret performance metrics and translate them into actionable strategies.
• Tech Savvy: Proficiency in CRM systems, call centre software, and Microsoft Office Suite (Word, Excel, PowerPoint).
• Problem-Solving: Exceptional critical thinking and decision-making skills with the ability to resolve escalated issues effectively and efficiently.
• Emotional Intelligence: High level of empathy, patience, and composure when dealing with difficult situations or customers.
• Organizational Skills: Strong multitasking and time management abilities; capable of managing competing priorities without compromising quality.

What We Offer

• Competitive salary and performance-based incentives.
• Career growth and professional development opportunities.
• Work in a dynamic and innovative real estate company
• Access to exclusive investment and tools
• Positive work environment.

Application Closing Date
Not specified.