Job Type: Full Time
Qualification: BA/BSc/HND/MBA
Experience: 8 years+
Job Field: Customer Care
Industry: Automobile/Transport/Logistics
Job Summary
We are seeking an experienced Customer Service Manager to lead our customer service department in delivering high-quality service to clients in the automobile, logistics and transport sector.
Key Responsibilities:
Team Management
1) Identify areas for improvement and implement changes.
2) Develop feedback and complaints procedures for customers.
3) Manage customer service team to ensure excellent service delivery
4) Develop and implement customer service strategies and policies.
5) Ability to lead and develop a team of customer service representatives handling inquiries, complaints, and requests.
6) He/she must ensure team meets performance targets for response times, resolution rates, and customer satisfaction.
Customer Experience
1) Oversee daily customer interactions across channels (phone, email, social media, in-person).
2) Ensure customers receive timely, professional, and effective solutions for all business-related issues.
3) Identify opportunities for growth and revenue increase.
4) Collaborate with sales and operations teams.
Service Standards and Improvement
1) Monitor service metrics (CSAT, response times, resolution rates) and drive improvements.
2) Implement customer feedback mechanisms and drive actions based on insights.
Skills & Experienced Required
1) He/she must be able to handle escalated customer complaints or complex issues requiring management intervention.
2) He/she must be able work with operations, logistics, and technical teams to resolve customer issues promptly.
3) Prepare and submit weekly, monthly reports on customer service metrics, trends, and insights to management.
4) Identify areas for improvement and propose solutions to enhance customer experience.
5) Must show proven track record of improving customer satisfaction scores and service standards.
6) Must have excellent communication and leadership skills.
7) Must have strong problem-solving abilities and customer focus.
8) Must have experience with customer service software/CRM systems.
9) Experience in Nigeria's automobile, fleet, or transport sector will be a plus.
10) Good knowledge of fleet management, Haulage, logistics and transport operations will be a plus.
Qualifications Required
1) Bachelor degree in Business Administration or related field, MBA a plus.
2) Professional certifications in customer service management.
3) Minimum of 8 years of experience in customer service management.
Method of Application
Interested and qualified candidates should send their applications and detailed CV to: hannah.egbe@aarescuenigeria.com;
blessing.idowu@aarescuenigeria.com;
hr@aarescuenigeria.com . using the Job Title as the subject of the email.
Please note:
Only shortlisted candidates will be notified.