Customer Experience Specialist 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 Experience Specialist

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

Job Description

• We are seeking a highly motivated and experienced Customer Experience Specialist to lead and support our customer service team.
• This role requires a detail-oriented professional 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 daily operations and workflow of the customer service department
• Supervise and mentor a team of customer service representatives
• Respond promptly and professionally to customer inquiries via phone, email, or chat
• Ensure timely resolution of customer issues; escalate when necessary
• Promote a customer-centric culture across the department
• Provide regular performance feedback and identify opportunities for upskilling
• Collect and analyze customer feedback to drive continuous 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
• Perform 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
• Strong verbal and written communication and interpersonal skills
• Customer Service Certification is an added advantage
• Proven problem-solving ability and skill in managing customer expectations
• Comfortable working in high-pressure, 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 collaborativel