Overview

At Firewood Rice Nigeria, we don’t just serve meals – we serve memories. With a deep-rooted love for authentic Nigerian dishes, we’ve built a brand that delivers comfort, flavour, and joy to our customers across Lagos. Our energetic team is the secret sauce behind our success, and we’re growing fast! If you love food, innovation, and working in a vibrant, forward-thinking environment, we want you with us.

Job Position: Customer Service Manager
Location: Surulere, Lagos

Job Responsibilities

  1. Leading, mentoring, and developing the customer service team to ensure high performance and morale.
  2. Monitoring team performance through KPIs and providing regular feedback.
  3. Organising training and development opportunities to enhance team skills.
  4. Managing and responding to escalated customer inquiries, complaints, and feedback in a timely and professional manner.
  5. Developing and maintaining customer service protocols and standards, ensuring consistent quality across all touch points.
  6. Handling complex or sensitive customer service issues and providing appropriate resolutions.
  7. Analysing customer service data to identify trends and areas for improvement.
  8. Developing and implementing customer service policies to improve efficiency and customer satisfaction.
  9. Collaborating with other departments (production, sales, and marketing) to ensure seamless service and to resolve any issues affecting customer satisfaction.
  10. Preparing and presenting detailed reports on customer service activities, feedback, and performance metrics.
  11. Tracking and monitoring customer feedback to identify areas for product or service improvement.

Requirements

  1. B.Sc / HND from a reputable institution
  2. Minimum of 2 years’ experience in a leadership role interfacing with customers
  3. Excellent verbal and written communication skills
  4. Critical thinking and Customer-centric
  5. Working in a hospitality environment is a plus.
  6. Proximity to Surulere is Key.

Salary
N150,000 – N200,000 Monthly

How to Apply
Interested and qualified candidates should send their CV to: firewoodjollofcareers@gmail.com using the Job Title as the subject of the email.

Tagged as: Customer Service