Customer Service Manager
AI summary
G126 Continental Travels is hiring a full-time Customer Service Manager in Lagos to lead the customer service team, develop service strategies, and ensure high client satisfaction. The role requires a Bachelor's degree and at least five years of experience in customer service management, preferably within the travel or hospitality sector.
- Full-time management role in Lagos
- Lead and supervise a customer service team
- Bachelor's degree and 5 years experience required
- Travel or hospitality experience is highly desirable
- Involves KPI monitoring and senior management reporting
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?
- Required5+ years of relevant experienceThe job post includes a minimum experience signal.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in sales, hospitality, 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 g126 Continental Travels and the role in Not specified.
- Add concrete examples related to sales, hospitality, call_center, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from MyJobMag 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
- MyJobMag 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, hospitality?
- 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 g126 Continental Travels 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
G126 Travels is one of Africa’s emerging full-service online travel management companies. At G126 Travels, we understand that everyone loves the convenience of planning a trip at an affordable rate. G126 Travels provides our customers a one-stop booking portal for; Affordable Flights, Hotels, Visa Assistance, Holiday Packages, Airport Transfers, education tourism, International Travel SIM, Prepaid Travel Card, Loyalty program, and many more amazing packages.
Customer Service Manager
Job Type: Full Time
Qualifications
BA/BSc/HND
Experience
5 years
Location: Lagos
Job Field: Customer Care, Success and Service
Job Summary
The Customer Service Manager will be responsible for overseeing the day-to-day operations of the customer service department, developing service strategies, managing a team of customer service representatives, and ensuring consistently high levels of client satisfaction.
The ideal candidate will bring strong leadership skills, a passion for service excellence, and, ideally, hands-on experience within the travel industry.
Key Responsibilities
- Lead, train, and supervise the customer service team to ensure prompt, courteous, and effective resolution of customer inquiries and complaints
- Develop and implement customer service policies, procedures, and standards aligned with company objectives
- Monitor team performance through KPIs, call/ticket quality reviews, and customer satisfaction metrics
- Handle escalated customer issues and complex complaints with professionalism and a solutions-oriented approach
- Collaborate with sales, operations, and booking teams to ensure seamless customer journeys from inquiry to post-travel support
- Analyze customer feedback and service data to identify trends and drive continuous improvement initiatives
- Prepare regular reports on service performance, customer satisfaction, and team productivity for senior management
- Manage staff scheduling, workload distribution, and departmental budgets
- Stay current on industry trends, travel regulations, and best practices to enhance service delivery
- Ensure compliance with company policies and relevant industry standards
Requirements
Bachelor's Degree in Business Administration, Hospitality Management, or a related field with a minimum of 5 years experience in a customer service management or supervisory role experience within the travel, tourism, or hospitality sector is highly desirable.
Proven leadership and team management skills.
Excellent verbal and written communication skills.
Strong problem-solving abilities and a calm, professional demeanor under pressure.
Proficiency in customer service software, CRM systems, and MS Office Suite.
Familiarity with travel booking systems (e.g., GDS platforms) is an advantage.
Strong organizational skills with the ability to multitask and manage competing priorities.
Salary and Benefits
N400,000 monthly.
Competitive salary and performance-based incentives.
Opportunities for professional growth and career advancement.
A collaborative and supportive work environment.
Health insurance, travel perks, Pension, etc.
Check how your CV matches this job
Method of Application
- Interested and qualified candidates should send their CV to:
- recruitment@g126.com.ng
- using "Customer Service Manager" as the subject of the email.
- Build your CV for free.
- Download in different templates.