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Customer Service Manager
About this role
The Customer Service Manager role at G126 Continental Travels Limited is based in Yaba, Lagos. It oversees day-to-day customer service operations, develops service strategies, and leads a team to ensure high client satisfaction, with travel industry experience preferred.
What you would do
- Lead, train and supervise the customer service team to ensure fast, courteous responses to inquiries and complaints.
- Develop and implement policies, procedures and standards for customer service aligned with company goals.
- Monitor performance with KPIs, quality reviews and customer satisfaction data.
- Address escalated issues and complex complaints in a professional, solutions-focused manner.
- Collaborate with sales, operations and booking teams to create smooth end-to-end customer journeys.
- Produce regular reports on service performance, satisfaction levels and team productivity for senior management.
What they are asking for
- Bachelor’s degree in Business Administration, Hospitality Management or related field.
- At least 5 years of experience in a customer service management or supervisory role.
- Experience in travel, tourism or hospitality is desirable.
- Proven leadership and team management abilities.
- Excellent verbal and written communication skills; strong problem-solving abilities.
- Proficiency in customer service software/CRM and MS Office; familiarity with travel booking systems (GDS) is an advantage.
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