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Customer Care Manager
About this role
SIMS Nigeria Limited is hiring a Customer Care Manager for its Victoria Island, Lagos location. The role oversees the company’s customer service operations across branches and service centres, aiming to deliver excellent customer experience and prompt resolution of complaints. It involves managing customer service staff, monitoring satisfaction, enforcing service standards, and collaborating with other departments to improve retention and service delivery. The employer operates in the consumer electronics space and represents various brands, aiming to maintain quality service nationwide. The position is full-time and suitable for candidates with substantial customer service leadership experience within related industries.
What you would do
- Oversee daily customer service activities across touchpoints
- Supervise, coach and evaluate customer service staff
- Manage escalated customer complaints and coordinate timely resolutions
- Develop and implement initiatives to improve customer satisfaction and loyalty
- Set and monitor customer service targets and take corrective actions
- Develop and enforce policies, procedures, and service standards
- Collaborate with Sales, After-Sales, Logistics, Finance and other departments
- Gather and analyse customer feedback to identify gaps and improvements
- Prepare periodic reports on complaints, satisfaction, response times, and productivity
- Identify training needs and organise coaching for staff
What they are asking for
- Bachelor’s degree or HND in Business Administration, Marketing, Management or related discipline
- At least 5 years of relevant customer service experience, with a minimum of 3 years in supervisory or managerial roles
- Experience in consumer electronics, retail or distribution is advantageous
- Strong knowledge of CRM, complaint handling and customer experience improvement
- Excellent leadership, communication, interpersonal and conflict-resolution skills
- Strong analytical, organisational and problem-solving abilities
- Proficiency in Microsoft Office and familiarity with CRM/ERP or similar systems
- Ability to manage multiple priorities, handle escalations and work under pressure
- Strong report-writing and presentation skills
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