Job Summary
The Customer Service Manager will be responsible for overseeing the day-to-day operations of the customer service department, developing service strategies, managing a team of customer service representatives, and ensuring consistently high levels of client satisfaction.
The ideal candidate will bring strong leadership skills, a passion for service excellence, and, ideally, hands-on experience within the travel industry.
Key Responsibilities
Lead, train, and supervise the customer service team to ensure prompt, courteous, and effective resolution of customer inquiries and complaints
Develop and implement customer service policies, procedures, and standards aligned with company objectives
Monitor team performance through KPIs, call/ticket quality reviews, and customer satisfaction metrics
Handle escalated customer issues and complex complaints with professionalism and a solutions-oriented approach
Collaborate with sales, operations, and booking teams to ensure seamless customer journeys from inquiry to post-travel support
Analyze customer feedback and service data to identify trends and drive continuous improvement initiatives
Prepare regular reports on service performance, customer satisfaction, and team productivity for senior management
Manage staff scheduling, workload distribution, and departmental budgets
Stay current on industry trends, travel regulations, and best practices to enhance service delivery
Ensure compliance with company policies and relevant industry standards
Requirements
Bachelor''s Degree in Business Administration, Hospitality Management, or a related field with a minimum of 5 years experience in a customer service management or supervisory role experience within the travel, tourism, or hospitality sector is highly desirable.
Proven leadership and team management skills.
Excellent verbal and written communication skills.
Strong problem-solving abilities and a calm, professional demeanor under pressure.
Proficiency in customer service software, CRM systems, and MS Office Suite.
Familiarity with travel booking systems (e.g., GDS platforms) is an advantage.
Strong organizational skills with the ability to multitask and manage competing priorities.
Salary and Benefits
N400,000 monthly.
Competitive salary and performance-based incentives.
Opportunities for professional growth and career advancement.
A collaborative and supportive work environment.
Health insurance, travel perks, Pension, etc.