Customer Relations Officer

Are you a strategic thinker with a passion for building strong customer relationships and leading high-performance support teams? At SAVINGSBOX, we’re redefining how people access and experience financial services across NIGERIA , and we need a Customer Relations Officer to champion customer satisfaction at every touchpoint.

We’re looking for a seasoned customer experience professional who combines leadership, operational excellence, and deep customer empathy to ensure our clients receive premium, frictionless support in line with our mission to build trust and drive loyalty in digital finance.

Key Responsibilities

 Strategic Leadership & Relationship Management


Design and implement customer experience strategies that align with the company’s growth objectives and customer success roadmap.
Serve as the voice of the customer, advocating internally to improve product, service, and operational performance.
Build and maintain strong, trust-based relationships with key customers.

 
Analyze customer behavior and trends to identify risks, opportunities, and areas of improvement.
Define and track performance KPIs related to customer satisfaction, retention, resolution time, etc


 Customer Support Operations Oversight


Supervise  support agents, ensuring efficient case management and service delivery across all channels (email, phone, social media, in-app chat).
Develop and implement escalation protocols to ensure high-severity cases are managed with speed, empathy, and transparency.
Develop a knowledge base and FAQ resources, ensuring information is clear, accessible, and regularly updated.


Process Optimization & Quality Assurance


Monitor and evaluate customer service processes to identify bottlenecks, inefficiencies, or gaps, and lead optimization initiatives.
Collaborate cross-functionally with product, engineering, and marketing teams to streamline user journeys and resolve systemic issues.


 Reporting


Generate and present weekly reports, monthly performance reports, to senior management.
Use CRM analytics and reporting tools to deliver data-driven insights that guide decision-making.


Crisis & Issue Management


Take charge of critical or high-value customer complaints and resolve them with tact, speed, and accountability.
Lead customer communication during product downtimes, updates, or major incidents, ensuring clear and timely updates.


QUALIFICATION


Bachelor\'s degree in Business Administration, Communications, or related field; a Master\'s degree is an advantage.
2-5 years of experience in a senior customer support, customer success, or client-facing operations role, preferably within the fintech and banking industry.
Proven leadership in scaling customer experience programs and managing high-performing teams.
Strong analytical, communication, and interpersonal skills.
Proficiency with CRM and support tools (Zohodesk and other CRM tools.).
Exceptional ability to translate customer needs into actionable internal strategies.
A customer-first mindset with strong business acumen.