Company: Prestigious Consulting Group
Location: Lagos
Job Type: Full Time
Apply Before: 2026-09-01
Job Description
Job Summary
We are looking for a highly experienced, customer-focused, and professionally grounded Customer Service Supervisor with a strong background in electronics showrooms, consumer electronics retail, home appliances, or major brands such as LG, Samsung, Hisense, or similar electronics environments.
The successful candidate will be responsible for supervising the customer service function across all branches, managing customer complaints and after-sales processes, supporting branch teams, and ensuring that every customer interaction reflects the professionalism and service standards expected of a leading electronics retail business.
This role requires someone who has hands-on experience attending to customer queries in an electronics retail environment, understands warranty and after-sales processes, and can effectively coordinate customer service operations across multiple locations.
Key Responsibilities
Customer Service Operations:
Supervise and coordinate customer service activities across all branches.
Ensure consistent customer service standards and professional communication across all locations.
Monitor customer interactions, complaints, enquiries, and service requests to ensure timely resolution.
Develop and implement customer service procedures, escalation processes, and service standards.
Complaint Resolution & After-Sales Support:
Handle escalated customer complaints involving electronics, appliances, warranty claims, deliveries, and after-sales issues.
Liaise with manufacturers, suppliers, and service partners e.g., LG and other electronics brands to resolve customer concerns efficiently.
Track unresolved cases and ensure customers receive regular updates until closure.
Maintain accurate records of complaints, resolutions, warranty claims, and service activities.
Multi-Branch Oversight:
Provide oversight and support to customer service personnel across all branches.
Conduct regular reviews of branch customer service performance.
Identify recurring customer issues and recommend corrective actions.
Ensure all branches follow the approved customer service and escalation procedures.
Team Leadership & Training:
Train branch staff on professional customer communication, complaint handling, product support, and service etiquette.
Coach employees on managing difficult customers and maintaining professionalism under pressure.
Monitor staff responsiveness, communication quality, and customer handling skills.
Support performance improvement initiatives within the customer service unit.
Customer Experience Improvement:
Analyze customer feedback, reviews, and complaint trends to identify improvement opportunities.
Work with operations and branch managers to improve the overall customer experience.
Support initiatives aimed at increasing customer satisfaction, retention, and brand trust.
Help strengthen the company’s online reputation through improved service delivery and customer follow-up.
Reporting & Administration:
Prepare weekly and monthly customer service reports for management.
Track key customer service metrics, complaint resolution timelines, and branch performance.
Maintain organized documentation of customer cases, escalations, and service outcomes.
Provide management with insights on recurring operational or service-related issues affecting customers.
Key Performance Indicators KPIs
Customer satisfaction levels.
Complaint resolution turnaround time.
Number of unresolved escalations.
Innovative and Creative
Customer retention and repeat patronage.
Branch customer service compliance.
Quality of customer communication and follow-up.
Online customer feedback and reputation trends.
Requirements
Education:
Bachelor’s Degree or HND in Business Administration, Marketing, Customer Service Management, Mass Communication, or a related field.
Experience:
Candidates must have:
Minimum of 3 years’ experience in customer service within an electronics showroom, consumer electronics retail store, home appliance company, LG showroom, or similar electronics environment.
Proven experience handling customer complaints, warranty issues, and after-sales service processes.
Experience supervising or coordinating customer service teams is highly preferred.
Exposure to multi-branch or retail operations is an added advantage.
Required Skills & Competencies:
Excellent customer relationship management skills.
Strong verbal and written communication skills.
Professional phone, WhatsApp, email, and in-person communication etiquette.
Strong complaint resolution and conflict management abilities.
Ability to manage difficult customer situations calmly and professionally.
Good understanding of electronics retail operations and after-sales processes.
Strong organizational and reporting skills.
Leadership and team coordination capability.
Proficiency in Microsoft Office Excel, Word, and Outlook.
What We’re Looking For
The ideal candidate should:
Have worked in an LG showroom, electronics showroom, electronics retail store, or home appliance company.
Be confident communicating with customers professionally across phone, email, WhatsApp, and in-store channels.
Understand warranty processes, product support, and after-sales customer expectations.
Be capable of overseeing customer service operations across multiple branches.
Have a strong service mindset and a track record of resolving customer issues effectively.
Be proactive, organized, and able to drive accountability within the customer service team.
Benefits
Competitive salary N200,000 – N300,000 depending on experience.
Opportunity to lead customer service operations across a growing multi-branch electronics business.
Professional growth and leadership development opportunities.
Supportive and performance-driven work environment.
How to Apply
Interested and qualified candidates should send their CV and to : hr@prestigiousconsultinggroup.ng using the job title e.g “Sales Executive” as the subject of the mail. Note : Only shortlisted candidates will be selected.
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Source: MyJobMag