Head, Customer Service

Job summary

The Head, Customer Service is responsible for leading and managing the Customer Relations Officers (CROs) to deliver exceptional service experiences at every customer touchpoint. The role exists to build and sustain strong customer loyalty and drive retention

Min Qualification: Degree Experience Level: Mid level Experience Length: 3 years Language Requirement: English Working Hours: Full Time - 8 to 5 Applicant Location: Abuja, Nigeria

Job descriptions & requirements

Responsibilities:

• Lead, supervise, and develop the team of Customer Relations Officers (CROs)
• Establish and enforce customer service standards, scripts, and protocols across all channels
• Handle escalated customer complaints personally, ensuring prompt, professional, and satisfactory resolution
• Monitor all customer interactions handled by CROs and provide regular feedback and coaching
• Maintain and update the customer database, ensuring accurate and up-to-date records
• Develop and implement customer retention strategies, loyalty programmes, and follow-up systems
• Coordinate with the Operations team to ensure order status information is communicated accurately to customers
• Gather, analyse, and report on customer feedback, complaints, and satisfaction trends
• Oversee the customer service desk, phone lines, and digital communication channels (WhatsApp, email, social media)
• Conduct regular team meetings, performance reviews, and training sessions for CROs
• Identify opportunities to upsell or cross-sell laundry services to existing customers
• Prepare weekly and monthly customer relations reports for the General Manager

Requirements:

• A minimum of 3 years of experience
• A minimum of a degree in a related field