Customer Care Manager Job in Lagos, Nigeria - Watu Africa

Watu, a leading asset financing company transforming mobility and entrepreneurship across Africa, is seeking an experienced Customer Care Manager to join our team in Lagos, Nigeria. This is a senior leadership role for a professional passionate about delivering exceptional customer experiences and building high-performing teams in a fast-paced fintech environment.

About the Role:
As a Customer Care Manager at Watu, you will be responsible for leading our customer service operations in Nigeria. You will develop strategies to enhance customer satisfaction, manage a team of customer care representatives, and ensure our service delivery aligns with Watu's mission of empowering customers through accessible financing solutions.

Key Responsibilities:

• Develop and implement customer care strategies, policies, and procedures for the Nigerian market.
• Lead, mentor, and manage a team of customer service representatives to achieve performance targets.
• Monitor customer service metrics (e.g., CSAT, NPS, resolution time) and implement improvements.
• Handle escalated customer issues and ensure timely and satisfactory resolution.
• Collaborate with other departments (Sales, Credit, Operations) to improve the overall customer journey.
• Analyse customer feedback and market trends to recommend service enhancements.
• Prepare regular reports on customer care performance for senior management.
• Ensure compliance with company standards and local regulations.

Requirements:

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 5 years of experience in customer service, with at least 3 years in a managerial role.
• Proven experience in the fintech, banking, leasing, or related financial services sector.
• Excellent leadership, communication, and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Proficiency in CRM software and customer service platforms.
• Ability to thrive in a dynamic, multi-cultural environment.

Benefits of Working with Watu:

• Opportunity to work with a pan-African leader in asset financing.
• Competitive remuneration package and performance-based incentives.
• Professional development and career growth opportunities.
• A dynamic and inclusive work culture.
• Play a key role in driving financial inclusion across Africa.

If you are a results-driven customer care leader looking to make a significant impact, we encourage you to apply. This position is based in Lagos, Nigeria, and offers the chance to contribute to Watu's exciting growth story on the continent.

How to Apply:
Interested candidates should submit their application through the official Watu career portal. Browse all our current job openings across Africa to find the right opportunity for you.