Client Experience Manager / Customer Experience Specialist

We are seeking a highly motivated and experienced Customer Experience Specialist to lead and support our customer service team. This role requires a detail-oriented professional passionate about delivering top-tier service, enhancing customer experience, and mentoring team members to achieve excellence. If you thrive in a fast-paced environment and are ready to take ownership of customer satisfaction goals, we’d love to hear from you. FMCG experience is a major advantage.

Key Responsibilities


Manage daily operations and workflow of the customer service department
Supervise and mentor a team of customer service representatives
Respond promptly and professionally to customer inquiries via phone, email, or chat
Collect and analyze customer feedback to drive continuous service improvements
Track, monitor, and report key customer service metrics and KPIs
Hire, onboard, and train new customer service team members
Ensure timely resolution of customer issues; escalate when necessary
Promote a customer-centric culture across the department
Provide regular performance feedback and identify opportunities for upskilling
Maintain accurate records of customer interactions using CRM tools
Perform other duties as assigned by management


Requirements


Bachelor’s degree (BSc) in any relevant field
Customer Service Certification is an added advantage
Minimum of 3–5 years’ experience in a customer service role, preferably in Nigeria
Strong verbal and written communication and interpersonal skills
Proven problem-solving ability and skill in managing customer expectations
Comfortable working in high-pressure, fast-paced environments
Detail-oriented with strong data entry and organizational skills
Experience with CRM systems and customer service software preferred
Flexibility to work various shifts, including evenings and weekends
Ability to maintain customer confidentiality and work collaborativel