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HBM
Customer Relationship Manager
Gombe, Nigeria · On-site · Full time · Mid level
About the role
Manage customer satisfaction, retention, and loyalty by handling complaints and building strong customer relationships. Use digital tools, AI, and data analytics to improve customer experience and service delivery.
What you’ll do
• Own complaint, request and enquiry management end to end. • Manage customer relationship and engagement activities. • Track and report customer experience KPIs. • Apply customer data analytics and predictive insight. • Interface with internal departments to resolve issues.
What you’ll bring
• Bachelor's Degree or Higher National Diploma. • 4+ years in Customer Service or Contact Centre operations. • Experience with CRM platforms like Salesforce. • Knowledge of customer service metrics (CSAT, NPS, FCR, AHT). • Strong interpersonal and communication skills.