About the Role
Human Edge Consulting, established in 1989, is Nigeria's leading human resource consulting and staffing services company. We partner with industry-leading organizations to attract, engage, and retain top talent. We seek an experienced Customer Care Manager to oversee our customer service and experience function, ensuring timely, professional, and solution-focused support across all customer interactions.
Key Responsibilities- Develop and maintain high service standards across all customer touchpoints, ensuring prompt and courteous responses
- Establish service standards and response-time expectations for the Customer Care team
- Manage customer enquiries from multiple channels including phone, email, WhatsApp, social media, and walk-ins
- Oversee order management and provide customers with timely progress updates
- Document and communicate specification changes, delivery date adjustments, and customer requirements to relevant departments
- Identify customer pain points and implement solutions to enhance overall experience
- Handle escalated complaints and complex service issues with professionalism
- Collaborate with Sales, Operations, Design, Production, Finance, and Logistics teams to ensure customer expectations are met
- Proactively escalate potential delays or service failures to prevent customer impact
- Bachelor's Degree or HND in Business Administration, Marketing, Mass Communication, Customer Relationship Management, or related field
- 3–5 years' experience in Customer Service, Customer Experience, or Relationship Management
- 2–3 years in a supervisory or managerial position
- Proven experience managing customer-facing teams
- Proficiency with CRM or customer service management systems
- Strong emotional intelligence, analytical skills, and attention to detail
- Excellent communication and problem-solving abilities