Customer Relations Manager

About the role

The Customer Relations Manager will lead Essential.NG’s customer‑relations and support function in Lagos. You will be responsible for delivering timely, accurate responses to client enquiries, complaints and feedback while building a high‑performing service team. This role combines strategic oversight with day‑to‑day operational management.

Key responsibilities

• Develop and manage the customer‑relations and support function.
• Set professional standards for handling enquiries, complaints, requests and feedback.
• Ensure customers receive timely and accurate responses.
• Supervise customer‑service representatives and support personnel.
• Allocate enquiries and complaints to appropriate team members.
• Monitor unresolved issues and guarantee timely resolution.
• Establish escalation procedures for complex or sensitive cases.
• Document all customer‑service activities accurately.

Required profile

• Minimum 2 years of relevant experience.
• HND or equivalent in a related field.
• Strong conflict‑resolution and complaint‑management abilities.
• Leadership and team‑management experience.
• Analytical and reporting capabilities.
• Problem‑solving mindset with high emotional intelligence.
• Patience and professionalism in customer interactions.

Required skills

What we offer

• Competitive monthly salary between NGN 150,000 and NGN 250,000.
• Opportunity to shape the customer experience for a growing IT & Telecoms company.