Fieldbase Services Limited is a provider of integrated communication, navigation, and surveillance sales and support services to African industries such as Maritime, Oil & Gas, Mining, and NGOs. The company has offices located in Port Harcourt and Lagos.
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We’re looking for a Lead Customer Experience Agent to own and raise the standard of non-technical customer experience across the business. You’ll design systems, define KPIs, improve workflows, and lead by example in how customers are supported.
What You’ll Do
Own and lead non-technical customer experience operations
Design, document, and continuously improve CX systems, processes, and SOPs
Work cross-functionally with Operations, Finance, Sales, and Product to remove friction from customer journeys
Define, track, and drive improvement of CX KPIs (response times, resolution quality, CSAT/NPS, churn drivers)
Source, embed, and optimise customer engagement technology (CRM, ticketing, subscription and billing platforms, automation tools)
Handle and oversee complex or escalated customer issues
Act as the internal voice of the customer, backed by insight and data.
Coach and guide Customer Service team members as the function scales
Who You Are
Highly articulate clear, calm, and precise in communication
Relentlessly focused on customer experience excellence
A structured thinker who enjoys building and improving systems
Strong problem-solver with a bias for ownership and resolution
Comfortable using and improving: CRM systems; Subscription management platforms; Customer engagement and automation tools
Patient, empathetic, and people-centric
Confident challenging poor processes and improving them
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