Customer Relations Manager

About the role

The Customer Relations Manager is a full-time role responsible for overseeing customer interactions, ensuring high levels of satisfaction, and managing the resolution of inquiries and issues. In this hybrid position, based in Lofa County, Liberia, the manager will work both on‑site and from home as needed to support customers through phone, email, and digital channels.

Key responsibilities

• Supervise customer service activities and ensure consistent service standards.
• Track and analyze customer feedback to identify trends and improvement opportunities.
• Improve processes and develop strategies to strengthen customer engagement and retention.
• Coordinate with internal teams to address client needs and resolve issues.
• Prepare reports on customer trends and contribute to training guidelines for customer‑facing staff.

Required profile

• Strong communication and interpersonal skills to build trust with diverse customers.
• Experience in customer service, account management, or customer relations, preferably in a supervisory capacity.
• Excellent organizational and time‑management abilities to prioritize multiple requests.
• Proficiency with common office software and CRM tools, comfortable working on‑site and remotely.
• Problem‑solving and conflict‑resolution capabilities focused on customer‑centered solutions.
• Analytical skills to review feedback data and recommend process improvements.
• Commitment to inclusive, non‑discriminatory practices.
• Relevant post‑secondary education in business, communications, management, or equivalent experience.