Customer Relationship Officer at Fortitude-IOT (FIOT)

Fortitude-IOT (FIOT) is an innovative integrated service and distribution company transforming how retail businesses connect with consumers. We leverage mobile technology, digital payments, and logistics optimization. Fortitude-IOT aims to provide seamless direct-to-consumer channels for retail businesses across various industries.

We are recruiting to fill the position below:

Job Title: Customer Relationship Officer

Location: Victoria Island, Lagos
Employment Type: Full-time
Reports to: Managing Director

Position Summary

• We areseeking a dedicated and customer-focused Customer Service Officer to support our customers across multiple touchpoints.
• This role is critical to ensuring customer satisfaction, retention, and a seamless shopping experience.
• The ideal candidate will have prior experience in a similar role, demonstrate excellent communication skills, and be self-motivated with the ability to learn quickly in a fast-paced environment.

Key Responsibilities

• Serve as the primary point of contact for customers via phone, email, chat, and social media channels
• Respond to customer inquiries, complaints, and requests promptly, politely, and professionally
• Resolve order-related issues including deliveries, returns, refunds, and payment concerns
• Accurately document customer interactions and maintain up-to-date records in customer support systems
• Escalate complex issues to relevant teams and follow through to resolution
• Provide feedback to internal teams based on recurring customer issues and insights
• Support customer onboarding and educate users on platform features and processes
• Meet or exceed defined customer service KPIs and response-time targets

Qualifications

• Minimum of three (3) years’ experience in a customer service or customer support role
• Bachelor’s degree or equivalent qualification is an added advantage
• Prior experience in an e-commerce, retail, or service-driven environment is a plus

Competencies / Required Skills:

• Excellent verbal and written communication skills with a polite and professional tone
• Strong ability to learn quickly and adapt to new systems and processes
• Customer-centric mindset with strong problem-solving abilities
• Self-led, proactive, and highly motivated with minimal supervision
• Good organizational and time-management skills
• Ability to handle high volumes of customer interactions calmly and efficiently
• Basic computer proficiency and familiarity with CRM or customer support tools
• Ability to work effectively both independently and as part of a team.

Application Closing Date
23rd January, 2026.