About the role

Full description from the employer source. Apply via the official link when ready.

Qore, a subsidiary of Appzone Limited is the only truly African cloud-native Core Banking Software provider. We are the Qore of the emerging digital financial ecosystem in Africa.

We are recruiting to fill the position below:

Job Title: Relationship Manager

Location: Lagos
Job Opening ID: 305
Employment Type: Full-time

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).

Benefits

Very Competitive & Rewarding Pay
Flexible work option (Hybrid)
Paid Lunch for onsite work
Lifelong Learnings.

Application Closing Date
31st August, 2026.

Interested and qualified candidates should:
Click here to apply online

Requirements

BSc in Accounting/Accountancy or similar numerate discipline preferred
2+ years experience in B2B Relationship Management or related customer support r
Familiarity with ticketing tools and ITIL-aligned service processes
Ability to handle pressure and manage multiple customers concurrently
Proficiency with service desk/ticketing platforms such as Freshdesk or Zoho Desk

Responsibilities

Serve as first point of contact for customer operational issues and requests
Log, categorise, prioritise, and track cases on service desk platform
Ensure clean escalation and closure notes for every ticket
Coordinate with Product Support and Engineering for complex issues
Maintain proactive communication with customers throughout resolution lifecycle
Participate in daily and weekly service review cadences
Contribute to operational reporting
Flag recurring or systemic issues for escalation and root cause analysis
Maintain up-to-date client records including contact details and interaction his

Key skills

B2B Relationship ManagementCustomer SupportCustomer SuccessCustomer RelationsCustomer ExperienceCustomer OperationsTechnical SupportProduct Supportproblem-solvingcommunication skillsticketing toolsservice processespressure managementmultitasking

Benefits

Very Competitive & Rewarding Pay; Flexible work option (Hybrid); Paid Lunch for onsite work; Lifelong Learnings

About Qore - Appzone Limited

About the Company

Qore - Appzone Limited

Appzone Limited leads Africa with its integrated banking and payment software platforms, including BankOne, a top cloud infrastructure for banking and payment processing aimed at small and medium financial institutions.

Fintech

View company profile Interview questions

Loading…

Relationship Manager

About the Company

Other roles in this Qore - Appzone Limited pack

More about this role