Customer Service Manager at Kheir Industry & Trade Limited

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Customer Service Manager (Apapa, Lagos)

Kheir Industry & Trade Limited is a consumer-focused company committed to delivering high-quality products that enhance everyday experiences. Through its holding group, Golden Phoenix, the company sources products globally, partners with reputable manufacturers, and ensures efficient distribution using modern tools, technologies, and data-driven strategies.

We are currently seeking a proactive and experienced Customer Service Manager to lead and strengthen our customer service operations, ensuring excellent service delivery and continuous process improvement.

Location: Apapa, Lagos
Employment Type: Full-time

Job Description

The Customer Service Manager will be responsible for overseeing the entire customer service function, optimizing processes, managing team performance, and using service data to enhance overall customer experience. The ideal candidate will combine strong leadership skills with an analytical mindset to support operational efficiency and business growth.

Key Responsibilities

  • Oversee the full customer service lifecycle, from order placement through post-delivery support.
  • Work closely with sales, warehouse, and logistics teams to resolve customer inquiries efficiently.
  • Analyze customer feedback and service data to recommend and implement process improvements.
  • Supervise, coach, and mentor customer service staff to meet service standards and performance targets.
  • Ensure accurate documentation of customer interactions in line with company policies.
  • Handle customer complaints, escalations, and service recovery professionally and effectively.
  • Support order management, returns processing, and customer account reconciliation when required.
  • Monitor service metrics and prepare reports to support decision-making.

Requirements

  • Bachelor’s degree in Business Administration, Marketing, or a related discipline.
  • 3–5 years of experience in customer service management, operations, or service coordination.
  • Excellent communication, interpersonal, and problem-solving skills.
  • Highly organized, detail-oriented, and proactive with the ability to work independently.
  • Strong customer-focused mindset with proven leadership and decision-making abilities.
  • Experience managing customer service operations in structured or fast-paced environments.
  • Proficiency in Excel, CRM or ERP systems, and reporting tools (Power BI is an added advantage).

How to Apply

Interested and qualified candidates should send their CV to:

Email: hr@kheir.trade
Email Subject: Customer Service Manager

Application Deadline

15 February 2026

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