Service Desk Supervisor (Customer Service)

August 8, 2022

Job Description

  • Lagos is a leading e-commerce retailer that is into manufacturing, marketing and sales of data card and sales of wide ranges of technology products. Also, helps customers with sourcing technology requirements from all over the world.
We are recruiting to fill the position below:

Job Title: Service Desk Supervisor (Customer Service)

Location: Ikeja, Lagos
Employment Type: Full-time
Industry: Customer Service
Job Description

The role handler will primarily be responsible for ensuring that the quality of service rendered by the Service Desk Department is of standard by directing and overseeing team members, resolving customer questions or complaints, and developing programs and procedures to enhance productivity and performance

Core Responsibilities
Your Core Responsibilities will include to:
Effective Leadership:

Serve as a leader for the Service Desk Unit to drive overall positive customer service experience
Plan and set goals for the Service Desk Unit to ensure standards are kept and met always

Customer Service:

Understand the technical requirements of our customer and work closely with the service desk alongside engineering teams to guide the direction of our product offerings.
Execute strategic and loyalty programs for our customers
Develop long-term strategic partnerships in support of our customers in key markets
Build sustainable relationships of trust with customers through open and interactive communications.
Perform deep dive analysis on customer contact to gather lessons learned, and then use that information to create or improve policies, procedures, and best practice reference materials.
Develop an internal database comprising of product knowledge documentations, policies, processes and other relevant documentation.


Degree in any Engineering or Computer related course is an advantage
Minimum of 3 years working experience in customer service or account management
Experience taking ownership and driving resolution on customer issues
Proficiency in Microsoft Office Packages with an emphasis on Excel
Demonstrated experience/interest in providing technical support
Experience in similar industry is an added advantage

To Succeed in this Role, You need:

Excellent oral and written communication skills
Strong customer handling, conflict resolution and problem solving skills; focus on quality in customer experience
Demonstrated interest in Technologies, the Internet and Applications
Ability to exercise initiative and sound judgment and to react with discretion under varying conditions  
​Ability to work weekends
Excellent attention to detail
Must be able to work with little or no supervision
Time management skill


Performance-related bonus
Commitment to your career growth through first-in-class training, resources and assistance for relevant certifications
Clear career path

Application Closing Date
Not Specified.
Method of Application
Interested and qualified candidates should:
Click here to apply online

To apply for this job please visit


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