Customer Service Officer

24 hours ago

Lagos, Lagos, Nigeria NuggetsMFB Full time ₦1,500,000 - ₦3,000,000 per year

About the Role

We are seeking an enthusiastic and customer-focused Customer Service Officer to join our dynamic microfinance institution. The successful candidate will serve as the primary point of contact for customers, ensuring excellent service delivery, prompt resolution of enquiries and complaints, and promoting the bank's mission of financial inclusion through exceptional customer experience.

Key Responsibilities

Customer Support & Enquiries

  • Attend to customers' enquiries, requests, and complaints via phone, email, and in-person interactions.
  • Provide accurate information on the bank's products, services, and policies.
  • Maintain a high level of professionalism and empathy in all customer interactions.

Account Management

  • Assist customers with account opening, updates, and maintenance.
  • Verify and process customer documentation in line with KYC and regulatory standards.
  • Support daily banking operations, including deposits, withdrawals, and balance confirmations.

Complaint Resolution

  • Log, track, and resolve customer complaints promptly.
  • Escalate unresolved issues to appropriate departments for quick resolution.
  • Follow up to ensure customer satisfaction and closure of all reported cases.

Service Quality & Relationship Management

  • Promote a culture of excellent service delivery across all customer touchpoints.
  • Build and maintain positive relationships with customers to enhance loyalty and retention.
  • Provide feedback to management on recurring customer concerns and service improvement opportunities.

Administrative Support

  • Maintain accurate records of customer interactions and service requests.
  • Prepare and submit daily/weekly service reports.
  • Support marketing and sales teams in customer outreach and product promotion activities.

Qualifications & Requirements

  • Previous experience in customer service, preferably in the financial or microfinance sector.
  • Strong communication, interpersonal, and problem-solving skills.
  • Good knowledge of banking operations, customer service principles, and regulatory standards.

Skills & Competencies

  • Excellent verbal and written communication skills.
  • Customer-centric mindset with strong attention to detail.
  • Ability to handle pressure and resolve conflicts effectively.
  • Professionalism, integrity, and confidentiality.
  • Strong multitasking and organizational abilities.

Benefits

  • Competitive salary based on experience.
  • Health insurance coverage.
  • Pension contributions.
  • Career growth and training opportunities.

Application Closing Date: 21/11/2025

Job Type: Full-time

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