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Customer Service Manager
About this role
Esorae Group in Lagos is seeking a Customer Service Manager. The role oversees the customer experience across the website, retail, digital and B2B channels and leads the Digital Sales Team to drive sales while maintaining high service standards.
What you would do
- Contact customers who purchased the previous day to confirm their experience, resolve issues and identify upsell/cross-sell opportunities.
- Reconfirm order details (sizes, specifications) and address discrepancies before dispatch where possible.
- Provide product-use, care and handling guidance to customers.
- Handle customer enquiries and follow-ups and ensure timely resolution or escalation.
- Lead the Digital Sales Team: coach and manage performance, set targets and monitor quality.
- Maintain accurate customer data in the CRM and ensure enquiries and interactions are recorded.
What they are asking for
- Bachelor’s degree in Business Administration, Marketing, Management, Communications or related field; MSc/MBA is an added advantage.
- Minimum of 7 years’ relevant experience in Customer Service, Customer Experience, Client Relationship Management or related field, with at least 3 years in a supervisory or management role.
- Strong business and commercial acumen, with the ability to understand how customer service affects revenue, retention, repeat purchases and loyalty.
- Knowledge of NPS, CSAT, CES and FCR and other customer experience metrics, with ability to turn insights into actionable recommendations.
- Comfortable using CRM/ERP, customer service platforms, ticketing systems, call management tools and digital communication platforms.
- Demonstrated ability to lead, coach and develop a customer service team, set KPIs, monitor performance and drive accountability; identify upselling and cross-selling opportunities.
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