CUSTOMER EXPERIENCE OFFICER AT XPRESS PAYMENTS | CUSTOMER CARE JOBS IN LAGOS

About Company:

XpressPayment is a secure, all-in-one digital payment solution that enables fast, simple, and reliable transactions through cards, transfers, USSD, QR codes, pay with Xpress Wallet.

Job Description:

We are seeking a high-velocity and structurally elite Customer Experience Officer to anchor the front-line engagement engine of Xpress Payments. In a specialized fintech landscape where institutional momentum is dictated by the speed of the transaction and the precision of the resolution success is defined by "Client Sovereignty", the ability to harmonize complex payment inquiries with the clinical precision required for Technical Support, Billing Assistance, and Stakeholder Relationship Management. This role is designed for a "Resolution Architect", specifically a professional with at least 2 years of experience and a relevant Bachelor's degree who can blend "Emotional Grit" (remaining calm and solution-focused in high-pressure situations) with the "Technical Agility" required to provide troubleshooting and manage multi-channel communications.

Requirements:

1. Orchestration & Engagement Governance

• Inquiry Sovereignty: Act as the primary point of contact for all customer enquiries and complaints with millimetric focus, acting as the primary "Source of Brand Representation."

• Payment Architecture: Provide comprehensive assistance with billing and payment products, providing the "Structural Foundation" for user financial confidence.

• Integrity Stewardship: Maintain high-standard professional communication across all channels, ensuring the "Source of Customer Trust" is elite and uncompromised.

2. Tactical Resilience & Technical Logic

• Support Sovereignty: Deliver technical support and functional troubleshooting, acting as the primary "Source of System Resolution."

• Relationship Architecture: Foster long-lasting stakeholder relationships through efficient issue resolution, providing the "Functional Foundation" for client retention.

• Stress Stewardship: Maintain a solution-focused posture during difficult interactions, maintaining the "Source of Operational Calm."

3. Operational Integrity & Digital Power

• Software Sovereignty: Utilize Microsoft Office Suite and CRM tools to track and manage requests, acting as the primary "Source of Data Fidelity."

• Shift Architecture: Manage the "Always-On" requirements of the fintech sector through flexible hours and night-shift availability, providing the "Relational Foundation" for 24/7 service.

• Velocity Logic: Utilize 2+ years of client-facing expertise to accelerate the "Contact-to-Resolution" cycle, maximizing the "Source of Service Throughput."

Qualifications and Skills:

Professional Profile

• Education: Bachelor's degree (B.Sc.) in any relevant field.

• Experience: Minimum of 2 years in customer service or a client-facing role.

• Technical Power: Proficiency in Microsoft Office Suite and CRM software.

• Agility: Willingness to work flexible hours, including night shifts and weekends.

Core Competencies

• Emotional Grit: Ability to remain calm and analytical in high-stakes or difficult customer situations.

• Client Sovereignty: Mastery of the "Inquiry-to-Resolution-to-Relationship" lifecycle.

• Execution Power: High attention to detail with a commitment to projecting a positive brand image.

Salary

Application Closing Date: Not specified

Application Instructions:

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