Outsource Nigeria
Location: Head Office or Regional Office – Lekki, Lagos
Employment Type: Full-Time
Reports To: Head of Operations / Director of Client Services
Salary: ₦200,000/month + Pension (PFA) + HMO
About the Role:
Are you a people-first leader with a passion for delivering excellent service? We’re seeking a Customer Service Manager to lead and inspire our service team. You’ll play a key role in managing customer interactions across multiple channels, resolving escalated issues, and enhancing overall client satisfaction.
Key Responsibilities:
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Lead and supervise a team of Customer Service Officers and NYSC corpers
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Develop and implement service protocols, SLAs, and escalation frameworks
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Resolve complex or high-level customer complaints swiftly and effectively
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Collaborate with operations, technical, and finance teams to fix systemic issues
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Track customer satisfaction through surveys and analytics tools
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Recruit, train, and mentor staff to deliver high-quality support
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Prepare reports on service metrics, complaint trends, and performance insights
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Recommend improvements to customer service systems and processes
Requirements:
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Bachelor’s Degree in Business, Communication, or a related field
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5–7 years’ experience in customer service roles; 2+ years in a managerial role
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Proven skills in conflict resolution, people management, and communication
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Familiarity with CRM platforms, helpdesk tools, and reporting systems
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A results-driven mindset with a passion for customer success
Why Join Us?
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Competitive salary + full benefits (Pension, HMO)
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Growth opportunity in a dynamic and customer-centric environment
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Leadership role with real impact on service quality and company reputation