Customer Service Manager

About the role

The Customer Service Manager will lead and develop the customer service function in the DRC, ensuring a seamless experience across all touchpoints. You will oversee support operations, complaint resolution, service quality, and team leadership in a fast‑paced environment.

Key responsibilities

• Develop and implement customer service strategies aligned with business objectives.
• Manage day‑to‑day support activities across call centre, walk‑in, social media, email and WhatsApp channels.
• Lead resolution of escalated complaints, conduct root‑cause analysis and drive corrective actions.
• Recruit, train, coach and mentor the customer service team, set performance goals and monitor productivity.
• Track and report key metrics such as CSAT, NPS, FCR, average resolution time and retention rate.
• Identify process improvement opportunities, drive digitalisation and maintain service policies.

Required profile

• Bachelor’s degree in business administration, customer service management, marketing or related field.
• Minimum 7 years of customer service experience, with at least 3 years in a managerial role.
• Experience in fast‑paced sectors such as mobility, automotive, telecom, fintech, FMCG or logistics.
• Fluent in French; good command of English; knowledge of Lingala is a plus.

Required skills

• Customer relationship management (CRM) systems
• Call centre management
• Service quality management
• Performance reporting and analytics
• Microsoft Office suite