Connect with us

General

Customer Service Reps Are Born Before Being Trained—Omolara

Published

on

customer-service-omolara-adagunodo

By Adeniyi Ogunfowoke

With 10 years’ experience in Customer Service, Omolara Adagunodo, the Head of Customer Service at Jumia Travel is customer service personified.

Her smile and charm are contagious that it could disarm and calm any exasperated customer.

In this interview, Adagunodo talks about the challenges of CS in Nigeria and much more.

What would you consider to be the challenges facing CS in Nigeria?

The first challenge facing CS are the customers. Nigerian customers should start demanding service. If the customers demand service then organisations will have to deliver. The simple law of demand and supply applies here, if we learn to demand service at all times, the organisations will learn to supply it. Nigeria has been called a country without a service culture for so long, and the only way to stop this below-par service nature is to actually make sure we request service at all times from all service companies. At the airports, on the buses, and even in the market!

Some people believe that customer service shouldn’t just be a unit or department. Rather it should be a culture, a lifestyle. Do you share this sentiment? If yes, how so?

Certainly! I believe that Customer Service representatives are born before being trained. Truth is, it’s either in you or not. When I’m recruiting I look out for the passion and qualities of a true customer service person rather than the experience. You might have 10 years of customer service experience and still not be a customer service person.

What are the prospects of pitching a career in customer service? Is it just about talking to customers on the phone?

The sky’s the limit in a customer service career. Talking to customers on the phone is merely the beginning. You can go on to get further training and specialise in CX, Customer Service Strategy, Service Delivery Management, and Project Management etc.

No doubt, your company celebrated this year’s CS Week, would you like to talk about some of the highlights?

Absolutely! We took some time out to celebrate our Customers and Customer Service Team with engaging sessions for the whole company. The aim of this event was to make everyone aware that Customer Service is what we all do. We had some role plays, acting out customer experiences and dress up sessions.  It indeed was a fun time out

What does excellent Customer Service mean to you?

Excellent Customer Service is attained when we are able to put ourselves in the customer’s shoes and do what is best for them. Either they are aware of it or not.

On a lighter note, have you observed that there are more women in CS than men? Is your line of practice gender bias?

Well, we all know that women are more empathetic than men.

Dipo Olowookere is a journalist based in Nigeria that has passion for reporting business news stories. At his leisure time, he watches football and supports 3SC of Ibadan. Mr Olowookere can be reached via [email protected]

General

Tinubu, Dangote, Others for Africa CEO Forum 2026 in Kigali

Published

on

africa ceo forum

By Adedapo Adesanya

President Bola Tinubu is expected to be among the leading public figures attending the next edition of the Africa CEO Forum, which will take place on May 14-15, 2026, in Kigali, Rwanda

A strong Nigerian private-sector delegation will also take part, including Mr Aliko Dangote, Mr Wale Tinubu, Mr Ofovwe Aig-Imoukhuede, Mrs Adesuwa Ladoja, Mrs Rachel More-Oshodi, Mrs Zouera Youssoufou, Mr Karim Noujaim, Mr Dany Abboud, Mr Ayo Otuyalo and Mr Chukwuerika Achum. Nigeria’s Coordinating Minister of Health and Social Welfare, Professor Muhammad Ali Pate, will also be present.

According to a statement on Tuesday, the 2026 edition will convene in Kigali to address a defining question for Africa’s future: how to achieve the scale necessary to compete, integrate and thrive in a fragmenting world.

It comes as global power dynamics continue to evolve, while the ability of Africa to rely on competitive, agile and internationally integrated corporate champions has become a defining corporate imperative. In this shifting global landscape, one lesson is clear: scale is no longer optional. It is the first line of defence.

Organised by Jeune Afrique Media Group and co-hosted by the International Finance Corporation (IFC), the Africa CEO Forum 2026 will convene Africa’s leading public and private decision-makers around a clear conviction: scale can only be achieved through shared African ownership.

The Forum will explore three strategic levers to build continental scale. First is shared equity, which will look to unlock cross-border equity investment to create multinational African champions. Mobilise African institutional capital across markets to strengthen resilience and enhance long-term returns.

Also, is shared infrastructure, which will take on designing complementary infrastructure to integrate African value chains. Champion transformative projects that serve regional, not merely national, needs and create truly connected markets.

Thirdly is shared frameworks, which is set to harmonise standards, rules and regulations to boost investor confidence and enable the free flow of capital, goods and services. Build future-proof digital rails for health, education, agriculture and cross-border payments.

Speaking on this, Mr Amir Ben Yahmed, President of the Africa CEO Forum, stated: “If Africa wants to compete in a world defined by scale, it must move beyond economic patriotism and embrace a new model: African capital investing together. Shared ownership, cross-border partnerships and continental ambition will define the economic future of Africa and the next generation of African champions.”

On his part, Mr Makhtar Diop, Managing Director at IFC, stated: “Africa has the capital and the opportunity to grow and create quality jobs. What matters now is putting that capital to work at scale. That means building trust, sharing risk, and investing across borders. The Africa CEO Forum brings leaders together to connect policy and private investment, and to help shape Africa’s next phase of growth.”

Continue Reading

General

NSC to Probe Marginalisation of Local Barge Operators

Published

on

Shipyards Nigeria

By Adedapo Adesanya

The Minister of Marine and Blue Economy, Mr Adegboyega Oyetola, has directed the Nigerian Shippers’ Council (NSC) to investigate the allegations of systemic efforts to undermine local barge operators at the nation’s seaports.

The Minister issued the directive during the recent 2026 First Quarter Citizens/Stakeholders’ Engagement, Sectoral Performance Review, and Ministerial Management Retreat of the Federal Ministry of Marine and Blue Economy, held in Lagos.

During the engagement, representatives of barge operators alleged that there was a coordinated and deliberate attempt by certain foreign interests to edge them out of business.

According to the Special Adviser to the Minister, Mr Bolaji Akinola, they claimed that these actions, if left unchecked, could significantly weaken local capacity and disrupt the balance of competition within Nigeria’s maritime logistics chain.

The operators expressed concern that policies, operational bottlenecks, and preferential treatment allegedly being accorded to some foreign-linked entities by certain terminal operators were creating an uneven playing field.

According to them, these challenges are gradually eroding their market share and threatening the survival of indigenous businesses.

Responding to the concerns, the minister emphasised the federal government’s commitment to protecting local investments and ensuring fair competition within the maritime industry.

He directed the council, as the port economic regulator, to carry out a thorough and impartial investigation into the claims.

Mr Oyetola stressed that any form of anti-competitive behaviour or policy inconsistency that disadvantages Nigerian businesses would not be tolerated.

The minister also reiterated the importance of stakeholder engagement as a platform for identifying sectoral challenges and shaping responsive policy interventions, stressing that the government remains focused on strengthening the marine and blue economy sector as a driver of national growth, job creation, and sustainable development.

Continue Reading

General

Peter Obi Demands Real Beneficiaries of Repeated Power Sector Payments

Published

on

Peter Obi Prioritize Economic Recovery

By Modupe Gbadeyanka

The presidential candidate of the Labour Party (LP) in the 2023 general elections, Mr Peter Obi, has asked to know the real beneficiaries of the repeated payments made by the federal government to settle outstanding debts in the power sector.

Over the weekend, President Bola Tinubu approved the payment of N3.3 trillion for the “full and final” payment for debts in the electricity sector.

The action, according to a statement issued by the Special Adviser to the President on Information and Strategy, Mr Bayo Onanuga, was to ensure improvement in electricity supply in the country.

In a post on Tuesday, the former Governor of Anambra State questioned why the government is allegedly making the same payment it announced almost two years ago.

“On May 17, 2024, N3.3 trillion was approved for the same purpose. On July 25, 2024, another N4 trillion bond was approved to settle similar debts. There have also been other approvals in between, all targeted at addressing the same power sector liabilities.

“This raises a fundamental question: were the previous approvals mere announcements without execution?” he queried.

“During the 2023 campaign, President Bola Tinubu made a clear promise: that if he failed to deliver stable electricity, Nigerians should not re-elect him.

“Today, the reality is that power supply has worsened to the extent that there are even discussions about disconnecting the Presidential Villa from the national grid.

“Each time legitimate concerns are raised, what we see appears more like policy pronouncements than measurable progress.

“Now, again, we are confronted with another N3.3 trillion approval to settle power sector debts,” Mr Obi further said.

The chieftain of the African Democratic Congress (ADC) said, “These debts were largely accumulated under successive administrations of the All Progressives Congress between 2015 and 2025. This raises serious concerns about accountability, transparency, and effectiveness in public financial management.”

“It is important to note that government institutions and agencies, including the Presidential Villa, owe a significant portion of these debts. Year after year, budgets were made and funds appropriated. Why then were these obligations not settled when due? And from what source will this new payment be made? Are we resorting once more to borrowing to service inefficiencies?

“Key questions remain unanswered: How did the debt accrue? What is the actual total debt in the power sector? Which components of the debts are due to operators’ inefficiency and should be borne by them? Why have previous approvals not translated into tangible improvements? Who are the real beneficiaries of these repeated payments?

“Is the N3.3 trillion approved on April 6, 2026, the same as the N3.3 trillion approved in May 2024, and how does it relate to the N4 trillion bond approved in July 2024?

“Nigeria must move beyond recycled announcements and confront the power sector crisis with sincerity, transparency, and decisive reforms.

“Until we do so, we will remain trapped in a cycle of debt and darkness.

But with discipline, accountability, and the right leadership, a new Nigeria is still possible,” he wrote.

Continue Reading

Trending