Job Title: Lead, Customer Care
Location: Abuja

Job Summary:
The Lead Customer Care Officer is responsible for overseeing the customer care team in our organization. This position requires strong leadership, communication, and problem-solving skills, as well as a deep understanding of digital banking products and services.


Duties & Responsibility:
-Supervise a team of customer care officers to ensure excellent customer service is provided to digital banking clients.

-Provide support and guidance to team members in resolving complex issues and handling customer complaints.

-Develop and implement customer care policies, procedures, and standards to improve customer satisfaction and retention.

-Monitor customer feedback and analyze data to identify trends, issues, and opportunities for improvement.

-Collaborate with other departments, such as IT, marketing, or sales, to ensure seamless customer experience across all channels and touchpoints.

-Lead training and development programs for customer care officers to enhance their skills and knowledge.

-Manage customer care budgets, resources, and staffing levels to ensure operational efficiency and effectiveness.

-Provide regular reports and updates to senior management on customer care performance, metrics, and initiatives.

Qualification & Experience

-Minimum academic qualification of BSc. or HND in English Language, Mass Communication or any other related field

-A minimum of 4 years of experience as a Lead, Customer Care in a Fintech organization, general operations or project management role

-Ability to manage a team and ensure that subordinates provide customers with appropriate information and services
Ability to initiate steps to resolve issues/problems affecting customer service timeously.

-Comfortable in a fast-paced, demanding and analytical fintech environment
Proven track record in sales, customer acquisition/retention, with a demonstrated ability to increase network expansion/volumes.

-Creative communicator with an ability to work across multiple communications channels with experience of influencing others to drive results
Advanced skills in MS office tools (e.g. Excel, Word ad Powerpoint).

-Good knowledge of the CRM Software

NB: You must be based in Abuja and have a good experience as a Lead, Customer Service in Digital Banking

Click to apply👇🏽

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