Customer Service Manager at Undisclosed Company – Gwarimpa, Abuja

A restaurant in Gwarimpa, Abuja is recruiting a Customer Service Manager to oversee service delivery and customer experience across its outlets. The role combines frontline service leadership, complaint resolution and continuous improvement.

Key responsibilities

• Manage daily customer service operations, ensuring courteous, prompt and consistent interactions at every outlet.
• Develop practical service standards and initiatives that strengthen customer satisfaction and retention.
• Resolve complaints and enquiries, follow up on service issues and identify recurring causes.
• Supervise, train and evaluate customer service staff, promoting accountability and professional conduct.
• Review customer comments and service reports, turning feedback into recommendations for management.
• Work with kitchen, production, dispatch and restaurant operations teams to resolve customer concerns.
• Organise coaching and service improvements where performance gaps are identified.

Qualifications and experience

• At least an HND in Business Administration, Hospitality Management, Marketing, Mass Communication or a relevant discipline.
• Four to seven years of related experience in customer service management, customer experience or hospitality operations.
• Previous responsibility for supervising or managing a customer service team.
• Strong communication, conflict resolution, customer relationship management and problem-solving skills.
• Ability to assess feedback, manage competing demands and improve service delivery under pressure.
• Sound organisational, leadership and administrative abilities, with knowledge of hospitality service standards.