Food Concepts commenced operations in 2001. From inception, our aim has been clear-cut and focused: to revolutionize the food sector in West Africa and to deliver extraordinary satisfaction to our stakeholders.
Since launching in 2004, Chicken Republic (Subsidiary of Food concepts) has already opened 55 stores in Nigeria and Ghana. On this basis, we are proud of the brand’s hard-earned reputation as the fastest growing chicken QSR in West Africa and the number 1 chicken QSR in Nigeria (both in revenues and number of outlets). In addition, Chicken Republic was ranked as one of Nigeria’s top 20 brands across all categories (Financial Standards Awards 2009).
We are recruiting to fill the position below:
Job Title: Customer Service Manager
Requisition ID: 1960
Location: Mushin, Lagos
Department: Marketing Department
Reports to (Title): Senior Manager, Customer Experience
Direct Reports: Customer service officers, Customer service Associates.
Job Purpose
- The Job Holder ensures excellence in the performance of the customer service team by monitoring, evaluating, and improving all customer interactions across channels.
- The role is focused on maintaining high KPIs for customer experience, enforcing adherence to processes and standards, and driving continuous improvement initiatives.
- This includes reviewing all customer interactions to ensure quality, ensuring prompt escalations and resolution of customer complaints within the agreed SLA, analyzing trends to identify pain points, implementing best practices from industry benchmarks, and managing the team for both quality and productivity of their interactions.
Core Responsibilities and Key Result Areas
Quality Assurance & Monitoring
- Monitor and evaluate all customer interactions across inbound, outbound, email, chat, and other contact channels.
- Ensure all team members comply with established processes, scripts, and quality standards.
- Conduct regular call, chat, and email quality assessments and provide constructive feedback for improvement.
- Perform spot checks across the customer experience journey to identify service gaps and recommend corrective actions.
- Audit escalated cases to confirm accuracy, completeness, and timeliness of resolution.
Continuous Improvement & Performance Management:
- Track, analyze, and report on key trends in customer queries, complaints, and feedback.
- Identify root causes of recurring issues and work with stakeholders to implement solutions.
- Research and apply industry best practices to enhance customer experience standards.
- Lead process improvement initiatives aimed at increasing resolution rates, reducing handling times, and boosting satisfaction scores.
- Coordinate with training teams to ensure staff are up to date with quality expectations and new procedures.
Stakeholder Engagement & Escalation Management:
- Ensure that other departments respond promptly to customer queries within the agreed SLA.
- Partner with operations, IT, and product teams to address systemic issues affecting service quality.
- Serve as a key escalation point for complex customer concerns, providing guidance on resolution strategies.
Regulatory & Compliance:
- Ensure adherence to company policies, confidentiality guidelines, and data privacy regulations in all customer interactions.
- Maintain compliance with industry standards and regulatory requirements in service delivery.
Key Performance Indicators
- Average Quality Score of Customer Interactions
- SLA Compliance Rate for Query Resolution
- Customer Satisfaction (CSAT) and Net Promoter Score (NPS) trends
- First Contact Resolution (FCR) rate
- Reduction in recurring complaint trends
- Timeliness and 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 a related field.
Professional Requirements:
- Relevant certifications in Quality Assurance, Customer Experience, or Process Improvement (e.g., Six Sigma, COPC) are an advantage.
Experience Requirements:
- Minimum of 5–7 years’ experience in customer service quality assurance, customer experience management, or a related role, with at least 2 years in a supervisory capacity.
Knowledge Requirements:
- Strong understanding of customer experience principles, QA methodologies, and process improvement frameworks.
- Proficiency in quality monitoring tools, CRM systems, and performance analytics.
- Knowledge of escalation management, root cause analysis, and industry benchmarking.
Working Conditions:
- Typically works 40 hours per week, Monday to Friday, with flexibility to monitor and evaluate customer interactions outside regular hours, including weekends and holidays, if required.
Application Closing Date
Not Specified.
How to Apply
Interested and qualified candidates should:
Click here to apply online