Retail

Relationship Manager At Appzone Limited

Appzone Limited·Lagos, nigeria·Full Time·Internship
RetailFull TimeInternship
-

Job Description

  • Serve as the first point of contact for all customer operational issues and requests.
  • Log, categorise, prioritise, and track cases on the service desk platform with proper categorisation, reproducible issue detail, and correct routing.
  • Ensure clean escalation and closure notes for every ticket.
  • Coordinate with Product Support and Engineering for deeper investigations on complex issues.
  • Maintain proactive communication with customers throughout the resolution lifecycle, providing timely status updates and expected resolution timelines.
  • Participate in daily and weekly service review cadences and contribute to operational reporting.
  • Flag recurring or systemic issues to the RM Team Lead for escalation and root cause analysis.
  • Maintain up-to-date client records including contact details, product subscriptions, and interaction history.
  • Surface client sentiment, recurring pain points, and operational insights to the CSM team to support strategic engagement.

Key Outcomes / KPIs

  • SLA adherence - response and resolution targets met consistently.
  • Ticket quality - proper categorization, reproducible issue detail, correct routing.
  • First-contact resolution rate (where applicable).
  • Customer communication quality and timeliness.
  • Volume of open vs. closed tickets per reporting period.
  • Internal escalation response time and follow-through rate.

Requirements

  • BSc in Accounting / Accountancy or a similar numerate discipline will be preferred.
  • 2+ years of experience in B2B Relationship Management, Customer Support, Customer Success, Customer Relations, Customer Experience, Customer Operations, Technical Support, or Product Support role.
  • Strong problem-solving and communication skills with familiarity with ticketing tools and service processes (ITIL-aligned discipline).
  • Ability to handle pressure and manage multiple customers concurrently.
  • Proficiency with service desk/ticketing platforms (e.g., Freshdesk, Zoho Desk, or similar).

Key skills

BA/BSc/HND

At a glance

Company

Appzone Limited

Location

Lagos, nigeria

Employment

Full Time

Experience

Valid until

Not specified

Created

September 29, 2026

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