Customer Operations Officer

Job title : Customer Operations Officer

Role Overview

We are seeking a proactive and results-driven Customer Operations Officer to support daily operational processes across customer support and loan operations. The role involves responding to customer enquiries and tickets, resolving service issues, supporting loan disbursement processes, and ensuring an excellent customer experience across all touchpoints.

Key Responsibilities

• Respond promptly and professionally to customer enquiries via support tickets.
• Handle and resolve customer complaints, account-related issues, and service requests efficiently.
• Review, process, and support loan disbursement operations in line with internal procedures and approval workflows.
• Monitor pending customer tickets and ensure timely resolution within established service-level agreements (SLAs).
• Accurately log, track, and update customer interactions and operational activities using internal systems and CRM tools.
• Escalate unresolved or high-priority issues to the appropriate internal teams when necessary.
• Support daily operational activities related to customer onboarding, account verification, and transaction monitoring.
• Maintain a high level of professionalism, empathy, and customer satisfaction in all interactions.
• Ensure compliance with company policies, data protection standards, and regulatory requirements.

Requirements & Qualifications

• Minimum of OND/HND/Bachelor’s degree in any relevant field.
• Prior experience in customer service, operations, fintech or financial services is an added advantage.
• Experience handling customer tickets, loan processing, or operational support is preferred.
• Excellent verbal and written communication skills.
• Strong problem-solving, multitasking, and interpersonal abilities.
• Ability to work under pressure and manage multiple requests efficiently.
• Basic computer literacy and familiarity with CRM, ticketing, or support systems.
• High attention to detail, professionalism, and a customer-first mindset.

What We Offer

• Competitive salary
• Performance-based incentives
• Career growth and learning opportunities
• Supportive and collaborative work environment
• Exposure to a fast-growing fintech ecosystem