Customer Care Manager at SIMS Nigeria Limited – Victoria Island

SIMS Nigeria Limited is recruiting a full-time Customer Care Manager in Victoria Island, Lagos, to oversee service operations across customer channels, branches and service centres.

Role Overview

• The Customer Service Manager is responsible for overseeing the company’s customer service operations to ensure excellent customer experience, prompt resolution of complaints, and consistent service delivery across branches and service centres.
• The role involves managing customer service personnel, monitoring customer satisfaction, implementing service standards, and collaborating with relevant departments to improve customer retention, loyalty, and overall operational efficiency.

Key Responsibilities

• Customer Service Operations: Oversee daily customer service activities, ensuring timely responses to enquiries, complaints, requests, and escalations across all customer touchpoints.
• Team Management: Supervise, coach, and evaluate customer service representatives and supervisors to ensure productivity, professionalism, and adherence to established service standards.
• Complaint Resolution: Manage escalated customer complaints, investigate recurring issues, and coordinate with relevant departments to ensure timely and satisfactory resolution.
• Customer Experience Management: Develop and implement initiatives to improve customer satisfaction, loyalty, retention, and the overall customer journey.
• Performance Monitoring: Establish and monitor customer service targets, assess team performance, and implement corrective actions where service standards are not met.
• Service Standards and Policies: Develop, review, and enforce customer service policies, procedures, service-level agreements, and communication standards across branches and customer contact channels.
• Cross-Functional Collaboration: Work closely with Sales, After-Sales Service, Logistics, Warehouse, Finance, and other departments to resolve customer issues and improve service delivery.
• Customer Feedback Management: Gather and analyse customer feedback, complaints, and satisfaction surveys to identify service gaps and recommend improvements.
• Reporting and Documentation: Prepare periodic reports on customer complaints, resolution rates, customer satisfaction, response times, and team productivity for management review.
• Training and Development: Identify training needs and organise coaching sessions to strengthen employees’ communication, conflict resolution, product knowledge, and customer relationship management skills.
• Process Improvement: Review existing customer service processes, identify operational inefficiencies, and implement strategies to improve response times and reduce recurring complaints.
• Customer Service Systems: Ensure proper use of customer relationship management (CRM), ERP, and other customer service platforms for accurate record-keeping, complaint tracking, and performance reporting.

Key Requirements

• Bachelor’s degree or HND in Business Administration, Marketing, Management, or a related discipline.
• Minimum of 5 years’ relevant experience in customer service, with at least 3 years in a supervisory or managerial role.
• Experience in the consumer electronics, retail, or distribution industry is an added advantage.
• Strong knowledge of customer relationship management, complaint handling, and customer experience improvement.
• Excellent leadership, communication, interpersonal, and conflict-resolution skills.
• Strong analytical, organisational, and problem-solving abilities.
• Proficiency in Microsoft Office and familiarity with CRM, ERP, or customer service management systems.
• Ability to manage multiple priorities, handle escalations, and work effectively under pressure.
• Strong report-writing and presentation skills.