Head, Customer Care

Ikeja Electric is seeking an experienced and strategic Head of Customer Care to lead its customer service operations. The role is responsible for delivering exceptional customer experience, managing service teams, and driving customer-focused initiatives that support business growth and service excellence.

• Lead and optimize customer service operations to ensure high-quality service delivery
• Manage customer accounts and maintain strong customer relationships
• Handle complex and escalated customer complaints and issues
• Ensure timely and effective resolution of all customer service requests
• Oversee daily operations of the customer service team
• Develop and implement customer-focused strategies and initiatives
• Monitor departmental performance using key performance indicators
• Provide insights and feedback to support business strategy and growth
• Ensure compliance with internal policies, procedures, and regulations
• Identify training needs and coordinate staff development programs
• Manage customer service projects and continuous improvement initiatives
• Ensure adherence to quality management and occupational health and safety standards

• Bachelor’s degree in Business Administration, Marketing, Engineering, or related Social Science field
• MBA or Master’s degree is an added advantage
• Professional certification in Customer Service or Management (e.g., NIM, ISN, CCXP) is an advantage
• Minimum of 5 years relevant experience, with at least 3 years in a managerial role
• Strong knowledge of customer service operations and key account management
• Experience in data analysis, MIS, and business intelligence
• Strong leadership, communication, and problem-solving skills
• Ability to manage change and drive customer-centric culture

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