About the Role
Uncle Stan's Foods is a fast-growing small chops company renowned across Lagos for our unique finger food taste and exceptional brand identity. We are currently seeking a dynamic and results-driven Customer Service Manager to lead our customer experience team, uphold our high service standards, and ensure every client enjoys an unforgettable culinary experience.
Key Responsibilities- Develop and implement innovative customer service strategies and operational standards across all communication channels.
- Lead, mentor, and manage the customer service team to consistently represent the company's brand and values.
- Establish clear customer service KPIs, monitor individual and team performance, and track resolution times.
- Analyze customer feedback, complaints, and satisfaction trends to identify areas for operational improvement.
- Handle complex, high-level escalations and resolve recurring customer issues in collaboration with other departments.
- Design and facilitate comprehensive training programs for customer service employees to boost retention and satisfaction.
- Prepare and present detailed customer service performance and analytics reports to senior management.
- Bachelor's degree or HND in Business Administration, Marketing, Mass Communication, Hospitality Management, or a related field.
- Minimum of 5 to 7 years of relevant customer service experience, with at least 2 to 3 years in a managerial or senior supervisory capacity.
- Proven track record of leading high-performing teams and improving customer satisfaction metrics.
- Strong proficiency in CRM software, customer service analytics tools, and Microsoft Office applications.
- Exceptional leadership, emotional intelligence, problem-solving, and conflict-management competencies.
- Outstanding communication, presentation, and interpersonal skills tailored for a fast-paced Nigerian business environment.
- Competitive salary with performance-based incentives.
- Health insurance coverage.
- Opportunities for professional development and career advancement.
- A vibrant, collaborative work culture in the heart of Lagos.