Customer Care Manager Job at Watu in Lagos, Nigeria

Watu, a leading asset financing company in Africa, is seeking an experienced and dynamic Customer Care Manager to join our team in Lagos, Nigeria. This is a fantastic opportunity for a customer service professional looking to advance their career with a growing multinational company.

As a Customer Care Manager, you will be responsible for leading our customer service team, ensuring exceptional service delivery, and maintaining high customer satisfaction across all our operations. You will play a crucial role in shaping the customer experience for our clients in the mobility and asset financing sector.

Key Responsibilities:
• Develop and implement customer service policies, procedures, and standards
• Lead, mentor, and manage a team of customer care representatives
• Monitor customer service metrics and KPIs to improve performance
• Handle escalated customer complaints and complex service issues
• Analyse customer feedback to identify areas for service improvement
• Collaborate with other departments to ensure seamless customer experience
• Prepare regular reports on customer service activities and team performance
• Ensure compliance with company policies and regulatory requirements

Requirements:
• Bachelor's degree in Business Administration, Communications, or related field
• Minimum 5 years of experience in customer service, with at least 2 years in a managerial role
• Proven experience in the financial services, fintech, or asset financing industry
• Excellent leadership, communication, and interpersonal skills
• Strong problem-solving abilities and customer-centric mindset
• Proficiency in customer service software and CRM systems
• Ability to work in a fast-paced, multicultural environment

Benefits:
• Competitive salary package with performance incentives
• Comprehensive health insurance coverage
• Professional development and training opportunities
• Dynamic and inclusive work environment
• Opportunity for career growth within a pan-African company
• Modern workplace with necessary tools and resources

This position offers the chance to make a significant impact on our customer service operations while developing your leadership skills in the thriving Nigerian market. If you have a passion for customer excellence and team leadership, we encourage you to apply.