The Role
As a Relationship Manager, you will handle customer operational issues, log and track service requests, coordinate investigations, and maintain client records while ensuring effective communication and issue resolution.
Summary Generated by Built In
- 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.
Requirements
Requirement:
- Strong problem-solving and communication skills.
- 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).
Key Outcomes/KPIs:
- SLA adherence – response and resolution targets met consistently.
- Ticket quality – proper categorisation, 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.
Career Progression: After gaining adequate operational experience and demonstrating relevant strengths, RMs may progress
into one of two paths:
People/Client Skills Path: Promotion to Customer Success Manager (CSM), with a potential
lateral move into Sales.
Domain/Technical Skills Path: Promotion to Product Support Specialist, with a potential move into
Product Management.
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 (Hybrid)
- Paid Lunch for onsite work
- Lifelong Learnings
Skills Required
- Strong problem-solving and communication skills.
- Familiarity with ticketing tools and service processes.
- Ability to handle pressure and manage multiple customers concurrently.
- Proficiency with service desk/ticketing platforms.
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
Appzone Group has evolved into Zone, a payment infrastructure company and Africa's leading FinTech disruptor. It provides home-grown software solutions for the financial services industry, focusing on blockchain-enabled payments and digital currencies.
