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