Customer Care Manager Job in Lagos, Nigeria | Watu Credit

Watu Credit, 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 senior-level position responsible for leading our customer service operations and ensuring exceptional support for our clients across the region.

Key Responsibilities:

• Develop and implement customer care strategies, policies, and procedures to enhance service delivery.
• Lead, mentor, and manage a team of customer care representatives to achieve performance targets.
• Monitor customer service metrics (e.g., CSAT, NPS, response times) and implement improvements.
• Handle escalated customer complaints and complex inquiries, ensuring timely and satisfactory resolution.
• Collaborate with other departments (Sales, Finance, Operations) to ensure a seamless customer journey.
• Analyse customer feedback and market trends to recommend service enhancements and product improvements.
• Prepare regular reports on team performance, customer satisfaction, and operational challenges for senior management.

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 improving customer satisfaction and team performance.
• Excellent leadership, communication, and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Proficiency in CRM software and customer service platforms.
• Experience in the fintech, banking, or asset financing sector is a strong advantage.

Benefits of Working with Watu:

• Competitive salary and performance-based incentives.
• Comprehensive health insurance and pension plan.
• Opportunities for professional growth and career advancement within a fast-growing pan-African company.
• A dynamic and supportive work environment.
• Be part of a mission-driven company empowering entrepreneurs through accessible financing.

If you are a passionate customer service leader ready to make an impact, apply today to join the Watu team.