About Company
Oando Plc stands as a leading integrated energy solutions provider across Africa, with a rich and extensive history deeply embedded in Nigeria’s dynamic oil and gas industry. Our headquarters in Lagos, Nigeria, serves as the nerve center for our unwavering commitment to fostering sustainable growth and development throughout the entire energy value chain. From cutting-edge exploration and robust production operations to efficient gas and power initiatives, and comprehensive downstream activities, Oando is a vanguard in propelling economic progress. We cultivate an organizational culture that champions innovation, upholds operational excellence, and maintains a profound dedication to both our valued customers and the communities we serve. Joining Oando means becoming an integral part of a team where your expertise directly contributes to shaping and securing Africa’s energy future, driving impactful change and setting new industry benchmarks.
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Job Description
As a Customer Service Manager (Oil & Gas) at Oando Plc, you will assume a pivotal leadership role, instrumental in guaranteeing the delivery of truly exceptional service across our diverse and extensive customer base within the inherently dynamic and complex oil and gas sector. Based strategically in Lekki, Lagos, this demanding position calls for a visionary and strategic thinker who possesses a robust operational background in customer relations, with a significant preference for experience gained within the energy sector or a similarly intricate industrial environment. Your primary responsibility will involve meticulously defining, rigorously implementing, and continuously optimizing comprehensive customer service strategies that are meticulously aligned with Oando’s steadfast commitment to operational excellence and designed to cultivate and nurture enduring, long-term customer relationships. This represents an unparalleled opportunity to spearhead and empower a dedicated customer service team, embed industry-leading best practices, and make a profound, measurable impact on overall customer satisfaction and retention rates. Your daily activities will encompass overseeing all facets of our customer service operations, ranging from proactively managing a wide array of inquiries and expertly resolving complex, escalated issues, to systematically analyzing customer feedback and proactively identifying nascent opportunities for service enhancement and innovation. We are actively seeking a proactive, deeply empathetic, and highly results-oriented individual who can not only thrive but excel in a fast-paced and ever-evolving environment, and whose contributions will be vital to Oando’s sustained success and competitive advantage within the challenging energy market. This role offers an extraordinary chance to deploy and hone your advanced leadership skills in a critically important function, directly influencing Oando’s corporate reputation, market standing, and strategic growth trajectory.
Key Responsibilities
- Develop and implement customer service policies and procedures tailored to the oil and gas industry.
- Lead, mentor, and motivate a team of customer service representatives to achieve performance targets and provide outstanding service.
- Manage and resolve complex customer complaints and inquiries efficiently, ensuring customer satisfaction.
- Monitor and analyze customer feedback, service metrics, and trends to identify areas for improvement and implement corrective actions.
- Collaborate with sales, operations, and technical teams to ensure seamless service delivery and address customer needs holistically.
- Develop and deliver training programs for customer service staff on products, services, and best practices.
- Prepare regular reports on customer service performance, key challenges, and strategic recommendations for senior management.
- Stay abreast of industry best practices and technological advancements in customer service to continuously enhance service offerings.
- Ensure compliance with all relevant industry regulations and company policies in customer service operations.
- Build and maintain strong, lasting relationships with key clients and stakeholders.
Required Skills
- Proven experience in customer service management, ideally within the Oil & Gas, Energy, or a related heavy industry.
- Strong leadership and team management abilities, with a track record of motivating and developing staff.
- Exceptional communication, negotiation, and interpersonal skills.
- Proficiency in CRM software and customer service platforms.
- Excellent problem-solving and decision-making capabilities.
- Ability to work under pressure and manage multiple priorities effectively.
- Strong analytical skills to interpret data and drive service improvements.
- In-depth understanding of customer service principles and best practices.
Preferred Qualifications
- Bachelor’s degree in Business Administration, Marketing, Engineering, or a related field. A Master's degree is a plus.
- Project management certification (e.g., PMP, PRINCE2).
- Experience with service level agreements (SLAs) and key performance indicators (KPIs) in a B2B environment.
- Familiarity with regulatory frameworks and compliance standards within the Nigerian oil and gas sector.
- Proficiency in additional Nigerian languages.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health insurance for you and your family.
- Generous annual leave and sick leave policies.
- Opportunities for professional development and career growth.
- Pension scheme and other retirement benefits.
- Access to employee wellness programs.
- Conducive and modern work environment in Lekki, Lagos.
- Employee discount programs on company products/services where applicable.
How to Apply
Click on the application link below to submit your resume and cover letter, detailing your relevant experience and why you are the ideal candidate for this role at Oando Plc.
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