Head of Customer Service
Full-time
Kredi Bank
Job title : Head of Customer Service
Job Location : Lagos Deadline : September 24, 2026 Quick Recommended Links- We're looking for an experienced Head of Customer Service to lead our customer experience function in a fast-growing Microfinance Bank. The ideal candidate will have a strong background in customer complaint resolution, loan servicing, telemarketing, and digital banking support, with the ability to lead a high-performing team while delivering exceptional customer experiences.
What You'll Do
- Lead and manage the Customer Service team, ensuring excellent service delivery across all customer touch points.
- Resolve escalated customer complaints and service issues relating to loans, transactions, accounts and digital banking services.
- Drive customer satisfaction by implementing service standards, monitoring KPIs and improving response times.
- Lead outbound customer engagement and telemarketing initiatives to support loan conversion, customer retention and cross-selling opportunities.
- Work closely with the Credit, Product, Technology and Operations teams to resolve customer issues and improve the overall customer journey.
- Analyse customer feedback and complaint trends, identify root causes and implement sustainable service improvements.
What We're Looking For
- A Bachelor's degree in Business Administration, Marketing, Communications or a related discipline.
- Minimum of 5 years' experience in Customer Service, with at least 2 years in a leadership role.
- Banking, Microfinance Bank, Fintech or Financial Institution experience is mandatory.
- Strong experience handling customer complaints, loan-related enquiries and customer issue resolution.
- Proven experience in telemarketing, customer engagement or outbound sales support.
- Tech-savvy with a good understanding of digital banking platforms, CRM systems and customer support tools.
- Excellent leadership, communication, problem-solving and stakeholder management skills
- A customer-focused professional who thrives in a fast-paced environment and is passionate about delivering exceptional service.
Vacancy posted 9 hours ago
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