Customer Service Manager

Job title : Customer Service Manager

Description

• The Customer Service Manager, Nigeria will lead the call center service team with a customer-centric vision, prioritizing customers to ensure Sun King’s customer satisfaction and operational excellence align with industry standards.
• The role is responsible for managing performance KPIs of the service teams, conducting regular team engagements including welfare checks, driving continuous improvement, and providing coaching and mentoring to build capacity.
• The role also involves stakeholder engagement to support joint initiatives aligned with business objectives and customer-centricity.

What you would be expected to do

• Manage service function operations while driving a strong customer-centric culture across the business.
• Oversee and motivate staff, building a high-performing operational team and fostering accountability, results orientation, and flexibility to meet or exceed customer expectations. Enable managers to guide their teams self-sufficiently with strong coordination within a capability-based network.
• Evaluate and optimize workforce capacity and skills mapping within the call center structure to deliver best-in-class service across all service lines and products.
• Ensure all clients are served within required timelines by developing and reviewing processes and policies to enhance customer satisfaction.
• Drive efficiency in case management, ensuring escalations are resolved within established SLAs, while continuously documenting and implementing improvement recommendations.
• Manage escalated issues, including service disruptions and system outages, ensuring proper follow-through and feedback to customer-facing teams.
• Proactively develop and implement systems and projects that reduce customer effort in accessing products and services through effective monitoring, tracking, and reporting.
• Oversee billing and vendor management for call center operational costs, while driving cost optimization initiatives and working with telecom providers to enable remote work.
• Review and approve outgoing customer communications to ensure quality and consistency.
• Coordinate customer onboarding efforts, ensuring continued success in customer satisfaction and experience.
• Assess customer trends and performance data to make informed choices about operational and procedural changes.
• Encourage people management practices, ensuring process compliance and effective performance management aligned with company policies.
• Drive team engagement and inclusion, maintaining productivity across fully remote teams through structured feedback loops.
• Work with key stakeholders to achieve high internal and external customer satisfaction, improving NPS and CES scores.
• Partner with the senior team across functions to define and implement successful programs and enable growth within the call center.
• Manage disciplinary processes where coaching and training have not achieved the desired increase in performance, ensuring proper documentation and stakeholder alignment.
• Ensure accurate daily, weekly, and monthly reporting on service campaign performance against defined metrics.
• Maintain accurate records of attendance and absences across systems and trackers.
• Develop tracking systems to identify trends and support data-informed conclusions.
• Ensure accountability across team members and managers, involving HR in disciplinary actions where necessary.
• Maintain effective control of shrinkage.
• Ensure smooth remote operations by proactively addressing issues and implementing solutions such as hybrid work models where needed.
• Oversee and evaluate performance appraisals for customer service functions, including quarterly reviews.
• Maintain rigorous hourly, daily, weekly, and monthly performance tracking with strong follow-up systems to ensure targets are met.

You might be a strong candidate if you

• Have Bachelor’s Degree preferred. 
• Have a minimum of 3 years’ experience managing operational customer service teams in a managerial capacity. 
• Have Strong team-oriented mindset, with patience and a people-focused approach when working with highly skilled and knowledgeable teams. 
• Have Strong data-driven and research capabilities, with the ability to translate customer feedback into actionable data and customer insights into product recommendations. 
• Have Demonstrated ability to motivate and communicate effectively with stakeholders at all levels. 
• Have Strong relationship management skills, with the ability to leverage networks to deliver service improvements. 
• Have Excellent communication and negotiation skills. 
• Have Customer-focused approach, with a dedication to delivering high-quality service and fostering a positive, customer-focused experience. 
• Have Strong organizational skills, ensuring effective follow-up and attention to detail. 
• Have Ability to coach and mentor diverse, high-performing teams. 
• Have Experience in driving staff engagement and applying strategies that enhance team morale. 
• Have Experience working in both collaborative and dedicated service environments. 
• Have Proficiency in Microsoft Office, internal business tools, and data insights tools. 
• Have Strong people management and talent development capabilities.