Customer Service Manager

About the role

The Customer Service Manager will lead Sun King’s call centre in Nigeria, driving a customer‑centric culture and ensuring operational excellence. You will be responsible for overseeing performance, coaching teams, and aligning service delivery with business objectives.

Key responsibilities

• Manage day‑to‑day service operations, fostering accountability and results orientation.
• Motivate and develop a high‑performing team, including regular welfare checks and performance reviews.
• Evaluate workforce capacity, optimise skills mapping, and ensure best‑in‑class service across all product lines.
• Develop and refine processes and policies to meet service timelines and enhance customer satisfaction.
• Drive case‑management efficiency, resolve escalations within SLAs, and document improvement recommendations.
• Handle escalated issues such as service disruptions and system outages, providing feedback to front‑line teams.
• Implement systems and projects that reduce customer effort, with robust monitoring and reporting.
• Oversee billing and vendor management for call‑centre costs, pursuing cost‑optimisation initiatives.
• Review and approve outgoing customer communications for quality and consistency.
• Coordinate customer onboarding and monitor trends to inform operational changes.
• Promote inclusive team engagement, especially for remote staff, through structured feedback loops.
• Collaborate with senior stakeholders to improve NPS and CES scores and support growth initiatives.

Required profile

• Proven experience leading call‑centre or customer‑service teams.
• Strong stakeholder‑management and communication skills.
• Ability to analyse performance data and drive continuous improvement.
• Experience with vendor and billing management.
• Track record of fostering a customer‑centric culture.

Required skills