About the Role
Uncle Stan's Foods is a fast-growing small chops company renowned for its unique finger food taste all over Lagos. We are currently seeking a dynamic and experienced Customer Service Representative Supervisor to lead our frontline team. In this role, you will be responsible for daily operational activities, coaching, and monitoring a dedicated team of customer service professionals to ensure exceptional customer experiences and the achievement of business targets. You will act as the crucial link between our frontline staff and management, resolving escalated issues and fostering a culture of excellence.
Key Responsibilities- Supervise, coordinate, and support the daily activities of the Customer Service Representatives while monitoring performance against KPIs.
- Provide proactive coaching, mentoring, and regular constructive feedback to empower team members and identify training needs.
- Handle escalated customer complaints promptly, ensuring timely, professional, and satisfactory resolutions.
- Manage attendance, punctuality, shift schedules, and overall staff productivity to maintain optimal service levels.
- Prepare and submit comprehensive daily, weekly, and monthly performance reports to management.
- Collaborate with other departments to streamline issue resolution and contribute to continuous service improvement initiatives.
- Assist in the recruitment, onboarding, and training of new customer service talent while ensuring adherence to company policies.
- Bachelor's degree or HND in Business Administration, Marketing, Communications, Management, or a related field.
- 2 to 4 years of proven customer service experience, with demonstrated supervisory or team-lead capability.
- Strong leadership, conflict-resolution, and problem-solving abilities with high emotional intelligence.
- Proficiency in Microsoft Office Suite and modern CRM customer service systems.
- Exceptional written and verbal communication skills with a strong customer-first mindset.
- Competitive salary package with performance-based incentives.
- Health insurance and wellness benefits.
- Opportunities for professional growth and career advancement within a vibrant food brand.
- A collaborative, supportive, and dynamic work environment in the heart of Lagos.