Customer Service Manager at Elvaridah Limited

At Elvaridah, we emphasize on the critical matters and prospects of organizations such as business growth, strategy, planning, marketing, structure, and people management across different industries. We help companies focus on the growth of their businesses while aligning costs with strategy. With our all-inclusive approach and expertise, we capture values across the boundaries of any organization. Elvaridah focuses on optimizing all the different parts of a business as a unit.

We are recruiting to fill the position below:

Job Title: Customer Service Manager 

Location: Surulere, Lagos
Employment Type: Full-time

Job Summary

• The Customer Service Manager will oversee all customer interaction channels for the restaurant including phone orders, online platforms, and in-person feedback ensuring exceptional guest experiences at every touchpoint.
• The ideal candidate has hands-on experience with call center systems and has successfully managed a customer support or order management team in the food service or hospitality industry.

Key Responsibilities

• Supervise and coordinate the daily activities of the customer service/call center team handling orders, reservations, and customer inquiries.
• Ensure timely and professional responses to calls, chats, and online orders from customers.
• Implement and manage call center applications or CRM tools to track orders, feedback, and performance metrics.
• Handle escalated customer issues and resolve complaints with tact and professionalism.
• Monitor and analyze service KPIs such as response time, order accuracy, and customer satisfaction.
• Collaborate with the kitchen, delivery, and operations teams to ensure smooth service flow and timely order fulfillment.
• Train and motivate customer service representatives to deliver high-quality support and maintain service standards.
• Maintain up-to-date knowledge of menu items, promotions, and company policies.
• Gather and present insights from customer feedback to improve service delivery and guest retention.
• Develop and enforce service policies and communication guidelines for all customer-facing staff.

Requirements

• Bachelor’s degree in Hospitality, Business Administration, Communications, or a related field.
• 2-3 years of experience in customer service or call center operations, with at least 1 year in a supervisory or managerial role.
• Experience in the restaurant, food delivery, or hospitality industry is highly preferred.
• Proficiency with call center tools, CRM systems, and order management platforms (e.g., Zendesk, HubSpot, Toast, or similar).
• Strong leadership, coaching, and team-building skills.
• Excellent communication, conflict resolution, and multitasking abilities.
• Ability to work flexible hours, including weekends and evenings, as required by restaurant operations.
• Experience managing online food delivery platforms (e.g., Jumia Food, Glovo, Bolt Food, Chowdeck).
• Data-driven approach to improving customer satisfaction and operational efficiency.

Salary
N200,000- N250,000 Monthly. 

Application Closing Date
30th June, 2026.

Method of Application
Interested and qualified candidates should forward their CV to: careers@elvaridah.com using the Job Title as subject of email.