Head of Customer Service

Head of Customer Service

Kredi bank is a full service digital bank building a one-stop shop for digital financial services in Africa. Kredi is focused on making financial service products easy to use and fully accessible to consumers.

We are fully licensed by the central bank of Nigeria.

We are building a platform that allows users all key aspects of their financial lives: Read more about this company

Head of Customer Service Job Type Full Time Qualification BA/BSc/HND Experience 5 years Location Lagos Job Field Customer Care, Success and Service 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.