Job Description
Customer Service Manager
Location: Lagos, Nigeria
Job Type: Full-time, On-site
Department: Customer Experience / Operations
About the Role
We are looking for an experienced and customer-focused Customer Service Manager to lead our customer service operations and ensure that customers receive timely, professional, and effective support across all communication channels.
The Customer Service Manager will oversee the customer service team, monitor service quality and performance, resolve escalated customer complaints, and develop processes that improve customer satisfaction and retention.
The ideal candidate should have strong leadership and communication skills, a good understanding of fintech, digital lending, mobile applications, or financial services, and the ability to manage a high-volume customer service environment.
Key Responsibilities
Lead, supervise, and manage the customer service team to ensure excellent customer experience
Set and monitor customer service KPIs, including response time, resolution time, customer satisfaction, call quality, and first-contact resolution
Monitor daily customer service operations and ensure customer enquiries are handled promptly and professionally
Handle and resolve escalated customer complaints and sensitive customer issues
Develop and implement customer service policies, procedures, and service standards
Monitor customer interactions across calls, chats, emails, and other communication channels
Conduct regular quality assurance checks and provide feedback and coaching to customer service agents
Identify recurring customer complaints and work with relevant departments to address the root causes
Work closely with the Credit, Collections, Product, Technology, and Operations teams to resolve customer-related issues
Ensure customers receive accurate information regarding loan applications, repayments, accounts, transactions, and company processes
Prepare daily, weekly, and monthly customer service performance reports for management
Analyse customer feedback and service data to identify opportunities for improvement
Develop training programs and coaching sessions to improve the team’s product knowledge, communication, and problem-solving skills
Manage customer service schedules, attendance, workload distribution, and team productivity
Ensure all customer interactions are properly documented and customer records are accurately maintained
Ensure the team follows company policies, data protection requirements, and applicable regulatory standards
Recommend improvements to customer service processes, tools, and systems to improve efficiency and customer satisfaction
Support the development of FAQs, scripts, knowledge bases, and other resources to improve service delivery
Participate in the development and implementation of customer retention and customer experience initiatives
Requirements
3+ years of experience in customer service, customer experience, contact centre operations, or a related role
At least 1–2 years of experience managing or supervising a customer service team
Experience in fintech, banking, digital lending, telecommunications, e-commerce, or another high-volume customer service environment is an advantage
Strong understanding of customer service principles, complaint management, and service quality standards
Excellent verbal and written communication skills
Strong leadership, coaching, and people-management abilities
Excellent problem-solving and conflict-resolution skills
Ability to work effectively in a fast-paced and target-driven environment
Strong analytical skills with the ability to interpret customer service reports and performance data
Proficiency in Microsoft Excel and customer service/CRM platforms
Strong attention to detail and ability to manage multiple priorities
Bachelor’s degree in Business Administration, Communications, Marketing, Management, or a related field
Customer Service, Contact Centre, or related professional certification is an added advantage
Interested and qualified candidates should send their CVs to bukunmi@pixefinance.com
