CUSTOMER SERVICE MANAGER AT WECLEANIT SERVICES LIMITED | CUSTOMER SERVICE MANAGER JOBS IN LAGOS

About Company:

Wecleanit Services Limited is a professional cleaning and pest control company located in Lagos, Nigeria

Job Description:

We are seeking a high-empathy and solution-oriented Customer Relationship Officer to lead our client engagement efforts. In the service industry, the quality of the relationship is as important as the quality of the work. Your mission is to serve as the bridge between our clients and our cleaning/operations teams, ensuring that every service delivery is seamless and every concern is resolved with professional grace.

You will act as the "Voice of the Customer" within our organization, monitoring satisfaction levels, implementing retention strategies, and identifying opportunities to expand our service footprint. If you are a proactive communicator who thrives under pressure and resides within close proximity to Lekki, we invite you to anchor our client experience.

Requirements:

1. Service Orchestration & Issue Resolution

• Primary Liaison: Serve as the first point of contact for all customer inquiries, feedback, and service requests.

• Rapid Resolution: Coordinate directly with cleaning teams and operations to resolve service issues efficiently, ensuring the customer’s expectations are always exceeded.

• Agile Scheduling: Respond promptly to service changes, cancellations, and rescheduling requests, maintaining a smooth operational flow.

2. Relationship Management & Retention

• Strategic Retention: Develop and implement data-driven strategies to reduce customer churn and build long-term loyalty.

• Active Feedback Loops: Monitor satisfaction through regular follow-ups and performance metrics, ensuring that service trends are identified early.

• Upsell Integration: Identify the unique needs of clients to cross-sell specialized services (e.g., deep cleaning, fumigation, or post-construction cleaning) that add value to their experience.

3. Data Stewardship & Cross-Functional Synergy

• CRM Governance: Maintain meticulous records of customer interactions and service history using CRM tools.

• Collaborative Growth: Work closely with Sales and Operations teams to streamline the customer journey and remove bottlenecks.

• Trend Reporting: Prepare and present regular reports on customer trends and satisfaction scores to help management improve service delivery.

Qualifications and Skills:

Professional Profile

• Experience: Proven experience in Customer Service, Client Relations, or Account Management, preferably in a service-based industry (Cleaning or Facilities Management is a major plus).

• Education: High school diploma or equivalent; a Bachelor’s Degree is preferred.

• Tech IQ: Familiarity with CRM software and customer service ticketing systems.

• Location: Preference will be given to candidates living in close proximity to Lekki.

Core Competencies

• Problem-Solving: The ability to remain calm under pressure and resolve conflicts with professionalism.

• Communication: Exceptional verbal and written skills with a "customer-first" mentality.

• Organization: Strong multitasking abilities and extreme attention to detail in record-keeping.

• Proactivity: A self-starter who looks for opportunities to improve the client experience without being prompted.

Salary

Application Closing Date: Not specified

Application Instructions:

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