Customer Service Manager

Bridgemead Consulting is a holistic and innovative business consultancy that believes in connecting businesses with the right individuals. We are recruiting on behalf of our client, a premium leather care and restoration company, for the position below:

Job Title: Customer Service Manager
Job Reference: BMC/TLC/CSM/001
Location: Lekki, Lagos
Work Mode: On-site
Work Days: Mondays - Fridays (09:00am - 5:30pm), Saturdays (10am - 1pm)

Job Summary

The Customer Service Manager will be responsible for managing client communication and coordinating customer requests from intake through completion, collection, or delivery, ensuring accuracy, professionalism, and timely service at every stage.

The role requires a highly articulate and well-spoken professional with strong organisation, attention to detail, responsiveness, and the ability to manage multiple client requests while maintaining a warm, professional, and consistent customer experience. The successful candidate will also be responsible for accurate job tracking, client updates, delivery and collection coordination, and maintaining organised customer and job records.

Key Responsibilities

• Manage all incoming client enquiries through WhatsApp, phone calls, and walk-ins promptly and professionally.
• Accurately capture client details, item information, service requirements, and job information at the point of intake.
• Clearly communicate available services, pricing, timelines, and collection or delivery arrangements to clients.
• Ensure client expectations are properly established and managed from the beginning of each engagement.
• Log all client jobs accurately into the relevant system or spreadsheet and ensure records remain complete and up to date.
• Coordinate and track jobs through each stage of the service process, following up internally to ensure timely progress.
• Keep clients appropriately updated on the status and progress of their items and jobs.
• Maintain a warm, professional, and consistent tone across all client communications while upholding premium service standards.
• Ensure client enquiries receive timely responses and handle concerns, complaints, and feedback calmly and professionally.
• Escalate sensitive, complex, or unresolved customer issues to Management when required.
• Coordinate client pickups and deliveries, ensuring items are ready, properly checked, and correctly matched before collection or dispatch.
• Communicate collection and delivery timelines clearly and coordinate arrangements with clients and relevant internal teams.
• Maintain accurate records of client interactions, requests, completed jobs, collections, deliveries, and before-and-after photographs.
• Keep all client and job information organised, accurate, confidential, and up to date, while supporting service improvement and other responsibilities assigned by Management.
• Other duties as assigned by the management.

Qualifications & Professional Experience

• B.Sc., HND, or equivalent qualification in Business Administration, Mass Communication, Marketing, Public Relations, Customer Service, or a related field.
• Minimum of 2 years’ experience in customer service, client relations, front-office operations, or another client-facing role.
• Experience managing multiple clients, enquiries, or customer requests simultaneously.
• Experience in a luxury, premium, retail, hospitality, fashion, lifestyle, or service-based business is an advantage.
• Demonstrated ability to manage customer communication, job tracking, and service coordination effectively.
• Excellent spoken and written English.
• Strong articulation and the ability to communicate clearly, confidently, and professionally are essential.

Core Skills & Functional Competencies

• Strong understanding of customer service, client communication, and end-to-end service coordination.
• Highly articulate, well-spoken, confident, and professional in client interactions.
• Strong verbal and written communication skills, with the ability to communicate clearly and effectively.
• Strong computer literacy and ability to use digital tools efficiently in day-to-day operations.
• Proficiency in Microsoft Excel and Microsoft Word/Google Docs, particularly for maintaining records, preparing documents, and managing customer/job information.
• Strong attention to detail and accuracy when capturing client information, job details, service requests, and records.
• Strong organisational skills with the ability to manage multiple clients, jobs, requests, and priorities effectively.
• Ability to communicate services, pricing, timelines, and expectations clearly while maintaining a professional customer experience.
• Strong follow-through and ability to track jobs through different stages until completion.
• Strong customer relationship management skills, with the ability to maintain warm, professional, and consistent client interactions.
• Ability to handle complaints, concerns, and feedback calmly, patiently, and with a solution-focused approach.
• Strong problem-solving skills and ability to identify when issues require escalation.
• Ability to coordinate effectively with internal teams to ensure jobs progress according to expected timelines.
• Strong responsiveness, reliability, accountability, and ownership in managing customer requests and service delivery.
• Ability to represent a premium service brand confidently and maintain its service standards in every client interaction.
• Calm and professional under pressure, with the ability to remain composed when managing demanding or sensitive customer situations.

General Conditions

• Remuneration: ₦250,000 Monthly.

Work Location: In person