Customer Service Executive Job at Eat 'N' Go Limited

Eat 'N' Go Limited is a restaurant group on a mission to become the premier food operator in Africa. So far, our growing family consists of three international brands, Domino's Pizza, Cold Stone Creamery & Pinkberry.

Eat ‘N’ Go limited officially started operation in August 2012 with the premier store at 4, Saka Tinubu Victoria Island, Lagos. Today, Eat N' Go has about 100 stores (outlet) across Nigeria and still growing.

We are recruiting to fill the position below:

Job Position: Customer Service Executive 

Job Location: Victoria Island, Lagos
Job Type: Full Time

Job Description

• We are seeking a highly motivated and experienced Customer Service Executive to lead and support our customer service team.
• This role requires a detail-oriented professional who is passionate about delivering top-tier service, enhancing customer experience, and mentoring team members to achieve excellence.
• If you thrive in a fast-paced environment and are ready to take ownership of customer satisfaction goals, we’d love to hear from you. 
• FMCG experience is a major advantage. 

Key Responsibilities

• Manage the daily operations and workflow of the customer service department
• Supervise and mentor a team of customer service representatives
• Respond to customer inquiries promptly and professionally via phone, email, or chat
• Ensure timely resolution of customer issues and escalate when necessary
• Promote customer-centric culture across the department
• Provide regular performance feedback and identify upskilling opportunities
• Collect and analyze customer feedback to drive service improvements
• Track, monitor, and report key customer service metrics and KPIs
• Hire, onboard, and train new customer service team members
• Maintain accurate records of customer interactions using CRM tools
• Handle other duties as assigned by management.

Requirements

• Bachelor’s Degree (BSc) in any relevant field
• 3 - 5 years of experience in a customer service role, preferably in Nigeria
• Customer Service Certification is an added advantage
• Strong communication (verbal and written) and interpersonal skills
• Proven ability to solve problems and manage customer expectations
• Comfortable working in high-pressure and fast-paced environments
• Detail-oriented with strong data entry and organizational skills
• Experience with CRM systems and customer service software preferred
• Flexibility to work various shifts, including evenings and weekends
• Ability to maintain customer confidentiality and work collaboratively.