Lagos
Job Summary
The Customer Service Manager is responsible for creating and maintaining an exceptional customer experience across all Uncle Stan’s Foods touchpoints, including dine-in, takeaway, delivery, social media, WhatsApp, phone orders, website/app, and third-party delivery platforms.
This role ensures customer complaints are resolved quickly, service standards remain consistent across branches, customer satisfaction improves continuously, and customer loyalty increases through excellent service delivery and process improvement. Typical responsibilities for customer service managers include leading support teams, setting service standards, handling escalations, and tracking satisfaction metrics.
Responsibilities:
Customer Experience Management
- Develop and implement customer service SOPs across all branches.
- Ensure a consistent, premium Uncle Stan’s customer experience.
- Design service recovery protocols for complaints, delays, wrong orders, refunds, and product quality issues.
- Monitor customer interactions across all channels.
Complaint Resolution & Escalation
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- Handle escalated customer complaints professionally.
- Investigate recurring complaints and identify root causes.
- Coordinate with operations, kitchen, delivery, and branch managers for resolution.
- Ensure all complaints are resolved within defined turnaround times.
Team Leadership
- Recruit, train, supervise, and coach customer service representatives.
- Set daily, weekly, and monthly performance expectations.
- Conduct performance reviews and feedback sessions.
- Build a customer-first service culture.
Multi-Channel Support Oversight
Manage customer service across:
- Walk-in customer interactions
- Phone orders
- WhatsApp orders
- Instagram / Facebook / TikTok DMs
- Google reviews
- Website / app support
- Delivery complaints
- Third-party platforms (Glovo, Chowdeck, Jumia Food equivalent platforms if applicable)
Customer Satisfaction & Retention
- Track CSAT (Customer Satisfaction Score)
- Track NPS (Net Promoter Score)
- Monitor repeat customer behavior
- Develop loyalty improvement initiatives
- Reduce customer churn
Quality Assurance
- Review call recordings, chats, and complaint logs
- Conduct mystery customer audits
- Ensure tone, speed, professionalism, and issue resolution quality
- Standardize customer communication templates
Reporting & Analytics
Prepare reports on:
- Complaint volumes
- Complaint categories
- Resolution times
- Branch-level service performance
- Refund trends
- Delivery complaint rates
- Customer satisfaction trends
- Repeat customer retention metrics
Process Improvement
- Identify operational gaps affecting customer experience
- Recommend service improvements
- Improve ordering journey and response times
- Help optimize delivery experience
KPIs
- Customer satisfaction score (CSAT): >90%
- First response time: <5 minutes (digital channels)
- Complaint resolution time: <30 minutes for standard issues
- Repeat customer rate
- Refund percentage reduction
- Google review rating target
- Delivery complaint reduction
- Order accuracy improvement
- Mystery audit score
Requirements:
- 4–7 years customer service experience
- Minimum 2–3 years in a leadership role
- QSR, hospitality, food delivery, or retail experience strongly preferred
- Multi-branch experience is a major advantage
Qualifications:
- Strong leadership
- Conflict resolution
- Excellent written & verbal communication
- CRM/customer support systems
- Data analysis & reporting
- Social media customer handling
- Complaint management
- Process improvement mindset
- Emotional intelligence
- High-pressure problem solving
Education
- Bachelor’s degree in Business Administration, Hospitality, Marketing, or related field preferred
Ideal Candidate Profile for Uncle Stan’s
The ideal person is:
- Customer-obsessed
- Fast-thinking
- Calm under pressure
- Operationally strong
- Data-driven
- Assertive but diplomatic
- Experienced in handling angry customers
Job Type: Full-time
Pay: From ₦300,000.00 per month
Experience:
- Customer service: 3 years (Preferred)
Method Of Application
Qualified and interested applicant should click the APPLY HERE LINK below to start filling out the application form and submit it before the deadline.
APPLY HERE
Deadline: Not Disclosed
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