Customer Service Manager

Sun King (Formerly Greenlight Planet) is seeking an experienced Customer Service Manager to lead the call center service team in Nigeria with a customer-centric vision, ensuring operational excellence and industry-standard customer satisfaction.

Responsibilities

• Lead and manage call center service teams, fostering a customer-centric culture and building high-performing operational teams
• Manage service function operations, oversee staff motivation, and drive accountability and results orientation
• Evaluate and optimize workforce capacity and skills mapping to deliver best-in-class service across all service lines
• Ensure clients are served within required timelines by developing and reviewing processes and policies
• Drive efficiency in case management and ensure escalations are resolved within established SLAs
• Manage escalated issues including service disruptions and system outages
• Develop and implement systems to reduce customer effort in accessing products and services
• Oversee billing and vendor management for call center operational costs and drive cost optimization
• Review and approve outgoing customer communications for quality and consistency
• Coordinate customer onboarding efforts and assess customer trends to inform operational changes
• Drive team engagement and inclusion across fully remote teams through structured feedback loops
• Work with stakeholders to improve NPS and CES scores
• Manage disciplinary processes and ensure accurate performance reporting
• Maintain effective control of shrinkage and ensure smooth remote operations
• Oversee performance appraisals and maintain rigorous hourly, daily, weekly, and monthly performance tracking

Requirements

• Bachelor's Degree (preferred)
• Minimum 3 years' experience managing operational customer service teams in a managerial capacity
• Strong team-oriented mindset with patience and people-focused approach
• Strong data-driven and research capabilities
• Demonstrated ability to motivate and communicate effectively with stakeholders at all levels
• Strong relationship management and organizational skills
• Ability to coach and mentor diverse, high-performing teams
• Experience driving staff engagement and enhancing team morale
• Experience working in both collaborative and dedicated service environments
• Proficiency in Microsoft Office, internal business tools, and data insights tools
• Strong people management and talent development capabilities
• Excellent communication and negotiation skills

How to Apply

No application instructions provided in the posting.