Customer Service Manager

About the Role

Mapemond Business Academy is dedicated to empowering business owners and individuals to build profitable, sustainable, and reputable business brands through practical, real-world courses. We are currently looking for a dynamic and results-driven Customer Service Manager to join our growing team in Nigeria. In this role, you will champion our customer-first philosophy, ensuring that every student and client receives outstanding support throughout their learning journey.

• Set a clear customer service mission and deploy effective strategies focused towards achieving that mission.
• Develop, implement, and maintain comprehensive service procedures, policies, and quality standards.
• Keep accurate records and thoroughly document customer service actions, feedback, and discussions.
• Analyze customer service statistics and compile accurate, actionable reports for management.
• Recruit, mentor, and develop customer service agents, nurturing an environment of encouragement and empowerment.
• Keep ahead of industry developments and apply best practices to drive continuous improvement.

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Minimum of 3 to 5 years of proven experience in a customer service management role, preferably within the education or edtech sector.
• Exceptional leadership skills with a track record of building and motivating high-performing teams.
• Strong analytical skills with the ability to interpret data and compile comprehensive reports.
• Outstanding written and verbal communication skills in English.
• Proficiency in modern customer service software and CRM tools.

• Competitive salary with performance-based incentives.
• Opportunities for professional growth and leadership development within a reputable brand.
• A collaborative, dynamic, and supportive work environment.
• Health insurance and other standard corporate benefits.

Skills