Customer Service Manager
AI summary
Esorae Group is hiring a full-time Customer Service Manager in Lagos to lead the Digital Sales Team and own the post-purchase customer journey across website, retail, digital and B2B channels. The role focuses on customer experience, sales conversion, CRM management and cross-functional collaboration.
- Full-time role based in Lagos
- Leads the Digital Sales Team
- Owns post-purchase customer experience across multiple channels
- Reports to Head of Business Performance
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- UnclearRelated work experienceThe text mentions experience, but the exact level should be confirmed at source.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in sales, retail, call_centerThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in Not specifiedThe vacancy is associated with this location.
- UnclearComfort with the Full Time contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Customer Service Manager evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Esorae Group and the role in Not specified.
- Add concrete examples related to sales, retail, call_center, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from Jobzilla Nigeria; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- Jobzilla Nigeria
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Customer Service Manager role in sales, retail?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Not specified under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Esorae Group before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
Job Title: Customer Service Manager
Customer Service Manager at Esorae Group
⏲
Sep 23, 2026, 7:03 AM
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Esorae is a wellness-led lifestyle and home ecosystem committed to helping people live, rest, and feel better. Our growing portfolio spans premium mattresses and pillows, bedding, bath essentials, home fragrances, gifting products, real estate, residential and commercial developments, and other thoughtfully curated wellness and lifestyle solutions.
We are recruiting to fill the position below:
Location: Lagos
Employment Type: Full-time
Reports To: Head of Business Performance
Role Purpose
The Customer Service Manager is responsible for delivering a consistent, responsive and commercially effective customer
Experience
across the website, retail, digital and B2B channels.
The role also leads the Digital Sales Team, driving sales performance, monitoring customer interactions, coaching team members and maintaining high standards of communication, product knowledge and service quality.
The role owns the post-purchase customer journey, ensuring timely customer follow-up, order accuracy, product guidance and effective resolution of enquiries.
Provide appropriate product-use, care and handling guidance.
Contact customers who purchased the previous day to confirm their experience, resolve issues and identify upselling/cross-selling opportunities.
Reconfirm order details, particularly sizes, specifications and other variables, and address discrepancies before dispatch where possible.
Handle customer enquiries and follow-ups and ensure timely resolution or escalation.
Sales & Enquiry Management:
Identify and route enquiries outside the role's scope to the appropriate team or business owner.
Route bulk, corporate, institutional and partnership enquiries to the appropriate B2B Manager.
Convert relevant customer interactions into additional sales through effective upselling and cross-selling.
Manage discount requests in line with the approved authorization matrix.
Customer Data & CRM Management:
Maintain data quality to prevent lost opportunities or customer follow-ups.
Maintain accurate customer information, categorisation and segmentation in the CRM.
Ensure enquiries, opportunities, follow-ups and customer interactions are properly recorded and tracked.
Cross-Functional Customer
Management:
Follow up on customer-impacting operational activities and escalate recurring issues with recommendations for improvement.
Liaise with Logistics, Inventory, Production, Procurement and other relevant teams on issues affecting customers.
Digital Sales Team Leadership & Quality Assurance:
Review calls, WhatsApp, social media and other customer interactions to assess communication, product knowledge, objection handling, sales approach and service quality.
Lead, coach and manage the performance of Digital Sales Executives.
Set and monitor sales and service targets and hold team members accountable for performance.
Provide regular coaching and corrective feedback and escalate issues beyond the team's authority to the Head of Business Performance.
Reporting & Performance Management:
Monitor post-purchase engagement, order discrepancies, sales, conversion, upselling/cross-selling and team performance.
Provide Management with customer insights, recurring issues, performance trends and actionable recommendations.
Prepare and present daily, weekly and monthly customer service and digital sales reports.
Prepare and analyse customer
reports, including NPS, CSAT, CES, complaint trends, response/resolution times, FCR and customer feedback.
Candidate
metrics, with the ability to turn insights into actionable business recommendations.
Comfortable using CRM/ERP, customer service platforms, ticketing systems, call management tools and digital communication platforms.
Strong business and commercial acumen, with the ability to understand how customer service impacts revenue, customer retention, repeat purchases, customer loyalty and overall business growth.
Minimum of 7 years’ relevant
in Customer Service, Customer Experience, Client Relationship Management or a related field, with at least 3 years in a supervisory or management role.
Bachelor’s degree (B.Sc./B.A.) in Business Administration, Marketing, Management, Communications or a related field is required; an M.Sc./MBA is an added advantage.
How to Apply
Interested and qualified candidates should submit their CV to:
career@esoraegroup.com
using the job title as the subject of the email.
Note:
E’SORAE Group is an equal-opportunity employer.
Application
Deadline:
3rd October, 2026.
View all Jobs in Nigeria
Lagos State
Customer Service Manager job vacancies in Nigeria
Key Responsibilities
Customer Service & Post-Purchase
Requirements
- Demonstrated ability to lead, coach and develop a customer service team, set KPIs, monitor performance and drive accountability.
- Ability to identify upselling, cross-selling, retention and revenue opportunities through customer interactions while maintaining a high-quality customer experience.
- Ability to work effectively across Sales, Marketing, Logistics, Inventory, Production, Procurement and Finance to resolve customer issues and improve the customer journey.
- Strong knowledge of NPS, CSAT, CES, FCR, customer retention, complaint analytics, service quality and other customer