Customer Relationship Officer at City Business and Information Technology School (CBITS)

City Business and Information Technology School (CBITS) was established in response to the growing demand for a new generation of professionals equipped with both business acumen and technological expertise. Founded in 2024 CBITS emerged from a collaborative initiative between academic visionaries, industry leaders, and policymakers who recognized the urgent need for hybrid talent in today’s digitally-driven economy.

CBITS started as a modest institute offering diploma programs in Business Administration and Computer Science and has since evolved into a full-fledged academic institution with undergraduate, postgraduate, and professional development programs.

We are recruiting to fill the position below:

Job Title: Customer Relationship Officer

Location: Central Business District, Abuja (FCT)
Employment Type: Full-time

About the Role

• Are you passionate about creating exceptional experiences?
• Do you have the empathy to support young adults and the resilience to handle challenges with grace? We are seeking a student-centric professional to join a new private university in Abuja as a founding member of our team.
• In this highly visible role, you will be the heart of the student experience.
• You will shape how students feel about the university from their first day on campus through to graduation and beyond.
• Your mission: to ensure every student feels supported, valued, and heard, transforming them into lifelong advocates for the institution.

Key Responsibilities
Student Journey Management & Retention:

• Lead the design and execution of a welcoming orientation program for new students.
• Monitor student attendance, engagement, and satisfaction; proactively identify "at-risk" students and implement intervention strategies (check-in meetings, connecting with academic advisors).
• Develop initiatives that foster belonging: student clubs, peer mentorship programs, and social events.
• Begin building an alumni database and engagement strategy for the first graduating cohorts.

Customer Service Excellence:

• Oversee the front desk / reception, ensuring all students, parents, and visitors receive a warm, professional welcome.
• Serve as the primary escalation point for complex student queries, complaints, or grievances; ensure timely and empathetic resolution.
• Develop and implement service standards (response times, handling of ID cards, transcript requests).
• Act as a trusted liaison for parents, providing reassurance and building confidence in the university.

Systems, Data & Operations:

• Manage the student database / CRM system to track interactions, log issues, and maintain accurate records.
• Design and administer student satisfaction surveys; collate feedback and present actionable recommendations to management.
• Translate university policies into student-friendly language and communicate important dates and procedures via newsletters, notice boards, and the student portal.

Community & Administrative Support:

• Work closely with the Director of Academic Planning on student academic concerns.
• Collaborate with Marketing to gather student testimonials and success stories.

Qualifications & Experience

• Bachelor's Degree in any discipline (Psychology, Counselling, Communications, or Business Administration is advantageous).
• 3-5 years experience in a customer-facing supervisory role (hospitality, retail, banking, or service industry).
• Proven experience handling complaints and resolving conflicts with empathy and professionalism.
• Experience implementing or managing a CRM system.

Skills & Competencies:

• Interpersonal: Deep empathy and active listening skills. Ability to connect with young adults and understand their perspectives.
• Communication: Exceptional verbal and written skills in English. Ability to communicate clearly, calmly, and professionally with students, parents, faculty, and external parties.
• Problem-Solving: Strong conflict resolution and de-escalation skills. Ability to remain calm under pressure and find creative solutions.
• Leadership: Ability to lead by example, mentor junior staff, and foster a positive, "can-do" team culture. Experience training others on service standards.
• Organizational: Highly organized with the ability to manage multiple cases simultaneously. Meticulous attention to detail.
• Approachability: Warm, open demeanor that makes students and staff feel comfortable approaching you with problems.

Key Competencies & Behaviors:

• Student-Centric Mindset: Genuinely passionate about improving the lives and experiences of students.
• Resilience & Composure: Able to handle emotional situations, stress, and occasional complaints without becoming defensive or overwhelmed.
• Advocacy & Integrity: Willing to advocate for students' needs to management while maintaining the integrity of university policies.
• Proactive: Doesn't just wait for problems to arise but actively looks for ways to improve the environment and prevent issues.

Salary & Benefits

• Competitive Salary (N250,000 - N300,000 monthly) commensurate with experience.
• Comprehensive benefits package.

Application Closing Date
22nd May, 2026.

How to Apply
Interested and qualified candidate should send their CV and Cover Letter to: citybiz.infotech.school@gmail.com using “Customer Relationship Officer” as the subect of the mail.