Customer Care Manager Job in Lagos, Nigeria - Watu Africa

Customer Care Manager Position at Watu Africa

Watu Africa, a leading asset financing company specialising in empowering entrepreneurs across the continent, is seeking a dedicated and experienced Customer Care Manager to join our team in Lagos, Nigeria. This is a fantastic opportunity for a senior professional to lead our customer service operations and ensure exceptional client experiences in one of Africa's most dynamic markets.

Key Responsibilities & Duties

• Lead, mentor, and manage the entire customer care team in Lagos, setting performance standards and KPIs.
• Develop and implement customer service policies, procedures, and best practices to enhance client satisfaction.
• Handle escalated customer inquiries and complaints, providing timely and effective resolutions.
• Analyse customer feedback and service metrics to identify areas for improvement and drive strategic changes.
• Collaborate with other departments (Sales, Finance, Operations) to ensure a seamless customer journey.
• Prepare regular reports on team performance, customer satisfaction trends, and operational challenges for senior management.
• Ensure the customer care team is well-trained on Watu's products, services, and CRM systems.

Requirements & Qualifications

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 5 years of experience in customer service, with at least 2 years in a managerial role.
• Proven track record of leading and motivating a customer-facing team.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong analytical abilities and experience with customer service software and CRM systems.
• Ability to work in a fast-paced, multicultural environment like Nigeria's Lagos state.
• Passion for customer experience and a commitment to Watu's mission of financial inclusion.

Benefits of Working with Watu

• Competitive remuneration package commensurate with experience.
• Opportunity to work with a pan-African leader in asset financing.
• Professional growth and career development in a rapidly expanding company.
• Dynamic and supportive work environment.
• Contribute to a meaningful mission of empowering entrepreneurs across Africa.

How to Apply: Interested and qualified candidates are invited to submit their applications via the official Watu career portal. This position is based in Lagos, Nigeria, and is open to candidates who meet the above requirements. Explore more opportunities with Watu across Africa.