Responsibilities: Manage and supervise customer service officers/teams across all branches.Ensure customers are attended to promptly, courteously, and professionally.Respond to escalated inquiries, complaints, and service-related issues.Monitor and track customer communication channels (calls, emails, walk-ins, social platforms).Implement customer service policies, standards, and procedures.Prepare weekly/monthly customer service reports for management.Maintain accurate and updated customer databases.Conduct regular service quality checks and customer satisfaction surveys.Train, coach, and support customer service staff.Collaborate with Sales, Marketing, Operations, and Business Development teams to ensure smooth client handover and resolution of all concerns.Develop strategies to improve customer experience and loyalty.Handle sensitive and high-value customer cases professionally.Maintain strong knowledge of company products, properties, and services. Requirements: Minimum Qualification: Bachelor’s Degree (BSc/HND) in Business Administration, Communications, Marketing, or related field.3–5 years of customer service experience (at least 1–2 years in a supervisory or managerial role).Industry experience in real estate, banking, telecoms, or hospitality is an added advantage.Strong spoken and written communication skills.Ability to manage a large customer portfolio across multiple branches.Must be detail-oriented, organized, and able to work under pressure.Must possess strong leadership and conflict-resolution skills.Proficiency in CRM tools and customer service software is a plus.Professional certification in customer service is an added advantage.Customer relationship managementComplaint resolution and escalation handlingService quality managementTeam supervision and leadershipClient communication and follow-upData reporting and documentationCRM software knowledge (Zoho, HubSpot, Bitrix, or similar)Microsoft Office proficiency (Excel, Word, PowerPoint)Email and call managementCustomer data entry and record-keepingExcellent communication and interpersonal skillsProblem-solving and conflict managementPatience and emotional intelligenceStrong organizational and time management skillsProfessional demeanor and customer-focused attitudeAbility to multitask and work in a fast-paced environment