About the Customer Service Manager Role at Dangote Group
Dangote Group is one of Nigeria’s most diverse business conglomerates, known for its excellent business practices and product quality. Our operational headquarters are located in Lagos, Nigeria.
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We are hiring a Customer Service Manager. Interested candidates should review the details below.
— Job Title: Customer Service Manager
— Location: Lagos
— Employment Type: Full-Time
— Job Description
We are looking for a dedicated and experienced Customer Service Manager to handle customer complaints, conduct investigations and reconciliations, provide process guidance, perform sales audits, and oversee call center operations.
This role requires a proactive leader with strong problem-solving skills and a solid understanding of the oil and gas refining sector.
Key Duties & Responsibilities
Complaints Management:
— Efficiently handle and resolve customer complaints to ensure high satisfaction levels.
— Implement procedures for tracking, analyzing, and addressing complaints to prevent recurrence.
— Address customer needs and concerns promptly with tailored solutions.
Investigation and Reconciliation:
— Conduct thorough investigations into customer issues and complaints.
— Reconcile customer accounts and resolve any inconsistencies or issues found.
Process Guidance:
— Provide support on customer service processes, ensuring adherence to best practices.
— Develop and implement process improvements to enhance service efficiency and effectiveness.
Sales Audit:
— Oversee and conduct audits of sales transactions and processes to ensure accuracy and policy compliance.
— Identify and address issues or discrepancies found during audits.
Call Center Management:
— Oversee and lead the call center team, ensuring that customer inquiries and issues are addressed professionally and promptly.
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— Monitor performance metrics and implement strategies to enhance call center operations.
Customer Service Manager Requirements:
— Bachelor’s Degree in Arts; a Master’s degree or professional certifications are a plus.
— Minimum of 5 years of experience in customer service management, including at least 2 years in a supervisory role within the oil and gas industry.
— Strong knowledge of refinery operations and customer service processes.
— Proven track record in managing complaints, conducting investigations, and performing audits.
— Excellent leadership, communication, and problem-solving skills.
— Proficiency in CRM software, call center technologies, and Microsoft Office Suite.
— Ability to work independently and lead a team in a fast-paced environment.
Benefits of the Customer Service Manager Role:
— Private health insurance
— Opportunities for professional growth and career advancement
— Paid time off
— Training and development
— Competitive salary
— Collaborative and supportive work environment
Application Closing Date: Not specified.
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