Customer Service Manager at a Printing and Document Solutions Company - HRLeverage Africa Consulting Limited

HRLeverage Africa Consulting Limited - Our client, a printing and document solutions company, is recruiting to fill the position below:

Job Title: Customer Service Manager

Location: Ikoyi, Lagos
Employment Type: Full-time

Job Summary

• HRLeverage Africa, the pan-African workforce management company, is recruiting on behalf of its client in the Printing and Document Solutions industry for an experienced and performance-driven Customer Service Manager.
• The ideal candidate will have a strong background in customer service within structured environments such as Retail, Banking, or FMCG, with proven experience managing front office operations, leading teams, and delivering measurable improvements in customer satisfaction and business performance.
• This role requires a professional who can combine service excellence, team leadership, and commercial awareness to drive customer retention and operational efficiency.

Key Responsibilities

• Lead and manage front office / customer service operations to ensure consistent, high-quality customer experience
• Supervise, coach, and performance-manage customer-facing staff to achieve service and productivity targets
• Drive customer retention and revenue growth through effective relationship management and service delivery
• Identify and leverage opportunities for upselling and cross-selling in line with customer needs
• Handle and resolve escalated customer complaints, ensuring timely and satisfactory resolution
• Oversee customer inquiries, quotations, and order processing from initiation to completion
• Collaborate with internal teams (operations/production) to ensure seamless service delivery and turnaround time
• Monitor and analyze customer feedback, service metrics, and performance data to drive continuous improvement
• Develop and implement service standards, SOPs, and customer experience initiatives
• Prepare and present periodic reports on customer service performance, client trends, and operational insights

Requirements

• Minimum of HND / B.Sc Degree in Business Administration, Marketing, or a related field.
• 3–7 years of experience in customer service or operations, with at least 1–2 years in a supervisory / managerial role.
• Experience in Retail, Banking, or FMCG sectors is highly preferred.
• Proven ability to lead teams and drive performance.
• Strong customer relationship management and stakeholder engagement skills.
• Commercial awareness with the ability to support revenue growth initiatives.
• Excellent communication, problem-solving, and decision-making skills.
• Proficiency in Microsoft Office and CRM tools.

Work Schedule:

• Fully onsite (Monday – Saturday).
• Two Saturdays off per month.

Salary
N350,000 Net monthly.

Application Closing Date
14th April, 2026.