Customer Service Manager

Job Description

Company Overview

Food Concepts commenced operations in 2001 with a mission to revolutionize the food sector in West Africa. Its subsidiary, Chicken Republic, launched in 2004 and has grown to over 55 stores across Nigeria and Ghana. Recognized as the No. 1 chicken QSR brand in Nigeria (by revenue and outlets) and ranked among Nigeria’s top 20 brands (Financial Standards Awards, 2009), Food Concepts continues to deliver extraordinary satisfaction to its stakeholders.

Job Title

Customer Service Manager

Requisition ID

1960

Location

Mushin, Lagos

Department

Marketing Department

Reports To

Senior Manager, Customer Experience

Direct Reports

Customer Service Officers, Customer Service Associates

Job Purpose

The Customer Service Manager ensures excellence in the performance of the customer service team by monitoring, evaluating, and improving all customer interactions across multiple channels. The role focuses on maintaining KPIs, enforcing process adherence, and driving continuous improvement initiatives to enhance overall customer satisfaction.

Core Responsibilities

Quality Assurance & Monitoring

• Monitor and evaluate all customer interactions across inbound, outbound, email, chat, and other channels.

• Ensure compliance with processes, scripts, and service standards.

• Conduct regular quality assessments and provide constructive feedback.

• Perform spot checks to identify service gaps and recommend improvements.

• Audit escalated cases for accuracy, completeness, and timeliness.

Continuous Improvement & Performance Management

• Track, analyze, and report customer queries, complaints, and feedback.

• Identify recurring issues and coordinate solutions with stakeholders.

• Research and implement industry best practices in customer experience.

• Lead process improvement initiatives to improve resolution rates and satisfaction scores.

• Coordinate with training teams to keep staff updated on standards and new procedures.

Stakeholder Engagement & Escalation Management

• Ensure timely responses from other departments within the SLA.

• Partner with operations, IT, and product teams to address systemic service issues.

• Serve as an escalation point for complex customer concerns.

Regulatory & Compliance

• Ensure adherence to company policies, data privacy regulations, and confidentiality standards.

• Maintain compliance with industry standards and regulatory requirements.

Key Performance Indicators (KPIs)

• Average Quality Score of Customer Interactions

• SLA Compliance Rate for Query Resolution

• Customer Satisfaction (CSAT) & Net Promoter Score (NPS) trends

• First Contact Resolution (FCR) rate

• Reduction in recurring complaints

• Timeliness & accuracy of reporting

• Implementation rate of recommended improvements

Job Specifications

Educational Requirements

• Minimum of a university degree in Business Administration, Communications, Customer Experience Management, or related field.

Professional Requirements

• Certifications in Quality Assurance, Customer Experience, or Process Improvement (e.g., Six Sigma, COPC) are an advantage.

Experience Requirements

• 5–7 years’ experience in customer service QA, customer experience, or a related role.

• Minimum of 2 years in a supervisory role.

Knowledge Requirements

• Strong understanding of customer experience principles and QA methodologies.

• Proficiency in quality monitoring tools, CRM systems, and performance analytics.

• Knowledge of escalation management, root cause analysis, and industry benchmarks.

Working Conditions

• 40 hours per week, Monday to Friday.

• Flexibility required to monitor and evaluate customer interactions outside normal hours, including weekends and holidays.