Relationship Manager at Qore - Appzone Limited

Appzone Limited is Africa's leading provider of Integrated Banking and Payment software platforms and incidentally creator of BankOne; the world's leading cloud infrastructure for Banking and Payment processing targeted at Small and Medium financial Institutions.

We are recruiting to fill the position below:

Job Title: Relationship Manager

Job Opening ID: 305
Location: Lagos
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
Qore provides the rare opportunity to make history in the financial space for Africa by Africans, while working with the smartest, brightest & coolest minds in Africa. Our people & culture team continuously thinks of innovative ways to improve employee experience and some of the other benefits of working with Qore includes:

• Very Competitive & Rewarding Pay
• Flexible work option (i.e., Remote)
• Paid Lunch (i.e., if working onsite)
• Lifelong Learnings

Application Closing Date
31st August, 2026.

How to Apply
Interested and qualified candidates should:
Click here to apply online