Customer Service Manager

Job Summary

• We are seeking an exceptional Customer Service Manager who will transform our customer service function into a strategic business unit that enhances customer satisfaction, drives revenue, and contributes directly to the company's profitability.
• This is not a traditional customer service role.
• We are looking for a target-driven leader who understands that outstanding customer experience is a competitive advantage and a measurable contributor to business growth.
• If you have a proven track record of leading high-performing customer service teams within the transport, logistics, aviation, hospitality, or related service industries, we want to hear from you.

Key Responsibilities

• Develop and execute customer service strategies aligned with the company's business objectives and revenue targets.
• Lead, coach, motivate, and manage the customer service team to consistently achieve agreed KPIs and departmental targets.
• Drive continuous improvement in customer satisfaction, customer retention, and service delivery.
• Establish and monitor customer service performance metrics, including Net Promoter Score (NPS), customer satisfaction (CSAT), complaint resolution, response times, and service quality.
• Analyze customer feedback and operational data to identify opportunities for process improvement and increased profitability.
• Collaborate with Operations, Sales, Marketing, Fleet, and Finance teams to improve the overall customer journey.
• Design and implement initiatives that convert customer interactions into revenue-generating opportunities.
• Ensure timely resolution of customer complaints while maintaining high service standards.
• Prepare management reports, performance dashboards, and strategic recommendations for executive leadership.
• Build a high-performance culture through coaching, accountability, and continuous development.

Requirements

• Bachelor's Degree in Business Administration, Marketing, Management, Logistics, or a related field.
• A postgraduate qualification or relevant professional certification is an added advantage.
• 7–10 years' experience in customer service, with at least 3–5 years in a managerial role.
• Strong preference for candidates with experience in the transport, logistics, aviation, mobility, or related service industries.
• Demonstrated success in improving customer satisfaction while achieving measurable business and financial outcomes.
• Excellent leadership, communication, negotiation, and problem-solving skills.
• Strong knowledge of CRM systems, customer analytics, and performance management tools.
• Proficiency in Microsoft Office Suite and customer service technologies.

Who We're Looking For
The ideal candidate is:

• A strategic thinker with strong commercial and business acumen.
• Passionate about delivering exceptional customer experiences.
• Highly analytical and data-driven.
• An experienced leader capable of building and managing high-performing teams.
• Results-oriented with a proven ability to achieve challenging performance targets.
• Able to thrive in a fast-paced, target-driven environment.

What We Offer

• Competitive remuneration package.
• Performance-based incentives.
• Leadership development opportunities.
• A dynamic and innovative work environment.
• The opportunity to shape customer experience within one of Nigeria's leading transport companies.
• Career growth in a performance-driven organization.

Application Closing Date
30th July, 2026. 

How to Apply
Interested and qualified candidates should send their applications to: View email address on hotnigerianjobs.com using  the Job Title as the subject of the mail.

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