We are recruiting to fill the position below:
Job Title: Customer Experience Supervisor (Multi-Branch Electronics Retail)
Location: Ikoyi/Lekki, Lagos (Multi-Branch Oversight)
Employment Type: Full-time
Job Summary
- We are seeking an experienced Customer Experience & After-Sales Supervisor to lead and standardize customer service operations across multiple retail branches within a fast-growing consumer electronics business.
- This role is designed for a professional who understands that excellent customer service extends beyond responding to complaints—it involves building systems, developing people, improving after-sales support, strengthening customer trust, and ensuring a consistent customer experience across every branch.
- The ideal candidate will have hands-on experience managing customer service within a structured consumer electronics, home appliances, mobile devices, ICT, or technology retail business and possess a strong understanding of warranty administration, product support, service recovery, and customer retention.
- Candidates without relevant electronics retail customer service experience will not be considered.
Key Responsibilities
Customer Experience Leadership:
- Lead customer service operations across all retail branches.
- Develop and implement customer service SOPs, service standards, and escalation procedures.
- Standardize customer experience across all locations.
- Ensure every customer interaction reflects professionalism, responsiveness, and brand excellence.
- Drive a customer-first culture across the organization.
Complaint Resolution & Service Recovery:
- Manage complex customer complaints and escalations relating to electronics, home appliances, deliveries, warranties, installations, and after-sales support.
- Develop structured complaint resolution processes that improve turnaround times and customer satisfaction.
- Liaise with manufacturers, distributors, logistics partners, and authorized service centres to resolve customer issues efficiently.
- Ensure customers receive proactive updates until cases are fully resolved.
- Monitor service recovery efforts and identify opportunities for continuous improvement.
After-Sales & Warranty Management:
- Supervise warranty registration, claims processing, repairs, replacements, and returns.
- Ensure compliance with manufacturer warranty policies and internal procedures.
- Monitor turnaround times for repairs and warranty claims.
- Improve after-sales processes to increase customer satisfaction and loyalty.
- Work closely with branch teams to ensure seamless after-sales support.
Multi-Branch Customer Service Oversight:
- Provide operational support and supervision to customer service teams across multiple branches.
- Conduct regular customer service audits and branch visits.
- Ensure consistent implementation of customer service standards across all locations.
- Monitor branch compliance with customer service policies and procedures.
- Identify recurring service issues and implement corrective action plans.
Team Leadership & Development:
- Lead, mentor, and coach Customer Service Officers across all branches.
- Conduct regular performance reviews and coaching sessions.
- Train teams on customer communication, conflict resolution, product knowledge, and service excellence.
- Develop customer service training materials and onboarding processes.
- Foster accountability, professionalism, and continuous learning within the team.
Customer Insights & Experience Improvement:
- Analyze customer feedback, complaint trends, online reviews, and service data.
- Identify root causes of recurring customer issues.
- Recommend process improvements that enhance the overall customer journey.
- Collaborate with Operations, Sales, Logistics, and Inventory teams to improve the end-to-end customer experience.
- Drive initiatives that improve customer loyalty, retention, and brand reputation.
Reporting & Performance Management:
- Develop customer service dashboards and performance reports.
- Monitor key service metrics across all branches.
- Present actionable insights and recommendations to management.
- Track customer satisfaction, complaint resolution timelines, warranty turnaround times, and branch service performance.
- Maintain accurate documentation of all customer interactions and escalated cases.
Key Performance Indicators (KPIs)
Performance will be measured by:
- Customer Satisfaction Score (CSAT)
- Net Promoter Score (NPS)
- First Contact Resolution Rate
- Complaint Resolution Turnaround Time
- Warranty Claim Turnaround Time
- Number of Escalated Cases
- Customer Retention Rate
- Branch Customer Service Compliance Scores
- Online Customer Ratings and Reviews
- Quality Assurance Audit Scores
- Customer Follow-Up Compliance
- Customer Service Team Productivity.
Minimum Requirements
Education:
- Bachelor's Degree or HND in Business Administration, Marketing, Customer Relationship Management, Mass Communication, or a related discipline.
- Professional certifications in Customer Experience (CX), Customer Service, CRM, or Project Management will be an added advantage.
Experience
Candidates must have:
- Minimum of 4–6 years' experience in Customer Service, Customer Experience, or After-Sales Operations within a consumer electronics, home appliances, mobile phones, ICT products, or technology retail business.
- At least 2 years in a supervisory or team leadership role.
- Demonstrated experience managing warranty claims, repairs, returns, and customer escalations.
- Experience supporting multiple retail branches or a structured retail operation.
- Strong understanding of after-sales service processes for high-value consumer products.
- Experience working with ERP, CRM, or retail management systems is highly desirable.
Preferred Industry Background
Candidates with experience in the following industries will be given strong preference:
- Consumer Electronics Retail
- Home Appliances Retail
- Mobile Phone Retail
- Technology Retail Chains
- ICT Distribution
- Electronics Distribution
- Experience with organizations such as Slot Systems, SIMS Digital Centre, Fouani Nigeria, Pointek, 3C HUB, Raya Shop, Finet, Konga Retail, Jumia Retail Operations, or similar structured electronics retailers will be highly advantageous.
Required Competencies:
- Customer Experience Management
- After-Sales Operations
- Warranty Administration
- Complaint Resolution
- Service Recovery
- Customer Retention
- Customer Journey Improvement
- Customer Communication
- Multi-Branch Team Supervision
- SOP Development & Implementation
- CRM Management
- Conflict Resolution
- Performance Coaching
- Data Analysis & Reporting
- Microsoft Excel & Reporting
- ERP/CRM Systems (Zoho CRM, Salesforce, Odoo, SAP Business One, Microsoft Dynamics, or similar)
What We're Looking For
- The ideal candidate has successfully built or improved customer service systems within a structured electronics retail environment.
You should have a track record of:
- Standardizing customer service processes across multiple branches.
- Improving customer satisfaction and retention.
- Managing warranty and after-sales operations efficiently.
- Coaching customer service teams to deliver consistent service excellence.
- Collaborating with Operations, Sales, and Logistics to resolve customer issues.
- Using customer feedback and performance data to drive continuous improvement.