Customer Service Manager
Location: Lekki, Lagos
Employment Type: Full-time
Job Summary
- We are seeking a highly experienced and performance-driven Customer Service Manager to lead and strengthen customer service operations across our outlets.
- The ideal candidate must have a strong supervisory background, proven leadership capability, and the ability to enforce service standards while driving customer satisfaction and sales performance.
Key Responsibilities
- Supervise and manage Customer Service Representatives across assigned outlets.
- Enforce strict adherence to service standards, grooming policies, and operational procedures.
- Monitor and improve customer satisfaction, order accuracy, and service delivery timelines.
- Handle customer escalations and implement effective service recovery strategies.
- Drive upselling performance and ensure achievement of service KPIs.
- Conduct on-the-job training and performance coaching for CSRs.
- Prepare structured service performance reports for management review.
- Collaborate with Restaurant and Operations Managers to improve overall customer experience.
Requirements
- Minimum of 5 years’ experience as a CSR Supervisor, preferably within a QSR or multi-outlet restaurant environment.
- Proven experience supervising multiple CSRs and enforcing service standards.
- Demonstrated ability to manage customer escalations professionally and effectively.
- Strong track record of improving customer satisfaction and reducing complaints.
- Experience monitoring service KPIs (order accuracy, service time, sales performance).
- Strong leadership, communication, and conflict-resolution skills.
- High level of professionalism, accountability, and integrity.
- Ability to work under pressure in a fast-paced environment.
Application Closing Date
17th March, 2026.
How to Apply
Interested and qualified candidates should send their CV to: hrunclestansfoods@gmail.com using the Job Title as the subject of the email.