Regional Customer Experience Manager (Oil & Gas)

Lagos, Lagos State
Permanent
Full-time

2 months ago

Job Description:To manage the regional Service Support team and own the customer experience within a specific geographical area. This role ensures the quality resolution of all customer issues and acts as the bridge between regional partners and the central command.Duties & Responsibilities

Handle complex customer issues that cannot be resolved by the Service Support Supervisors.
Manage, coach, and oversee the daily workload, case management, and performance of the regional team of Service Support Supervisors and Officers.
Prepare and present regular reports on regional service trends, challenges, team performance, and customer sentiment to the Head of Customer Success.
Provide actionable feedback to central operations based on on-the-ground intelligence to drive service improvements.

Key Interfaces:

Internal: Head of Customer Success, Service Support Supervisors, Key Partner Stations.
External: Customers within the region.

Requirements:

BSc in Business Administration or a related discipline.
5-7 years of experience in customer service, with at least 2 years in a team lead or supervisory role.
Direct experience in Nigeria's downstream oil and gas retail sector is mandatory.
Strong understanding of customer service principles and practices.
Excellent leadership, coaching, and conflict resolution skills.
Willingness to travel within the designated region.

Benefits:

Private Health Insurance

Opportunities for Professional Growth and Career Advancement
Paid Time Off
Training & Development
Competitive salary
Collaborative and supportive work environment

Dangote

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