Head of Customer Service

About the role

The Head of Customer Service will lead and develop the Customer Relations team for Laundroville, a laundry and dry‑cleaning provider in Abuja. This senior position is responsible for ensuring high‑quality service across all communication channels and driving customer satisfaction and retention.

Key responsibilities

• Lead, supervise and coach a team of Customer Relations Officers (CROs).
• Establish and enforce service standards, scripts and protocols for phone, WhatsApp, email and social media.
• Handle escalated complaints personally, delivering prompt and professional resolutions.
• Monitor CRO interactions, provide feedback and conduct regular performance reviews.
• Maintain an accurate customer database and generate weekly/monthly reports for the General Manager.
• Develop and implement retention strategies, loyalty programmes and follow‑up systems.
• Collaborate with Operations to ensure accurate order status communication.
• Identify upsell and cross‑sell opportunities for laundry services.

Required profile

• Minimum 3 years of experience in customer service leadership.
• Relevant degree in a related field.
• Proven ability to manage teams and improve service quality.

Required skills

What we offer

• Competitive monthly salary.
• Opportunity to shape customer experience in a growing retail business.