Customer Experience Specialist Job

Anzo Capital is an established global forex broker that has been serving clients internationally since 2015. We work with traders and partners across multiple regions and are focused on service quality, transparency, and building long-term relationships.

As we continue to grow across Africa, we are expanding our Client Services team and looking for people who want to help shape an excellent client experience in the capacity below:

Job Position: Customer Experience Specialist

Job Location: Nigeria
Employment Type: Full-time

Role Overview

• We are looking for a Customer Experience Specialist to join our global Client Services team, supporting clients across the full lifecycle — onboarding, account management, and retention.
• This role is central to a client's first impression and to building lasting, trust-based relationships throughout their journey with us.
• It suits a professional with strong interpersonal and communication skills, a client-first mindset, and exposure to financial services or a related industry.
• There is a clear development pathway into senior specialist and team-lead positions over time, based on performance.

Client Onboarding:

• Guide clients through account creation and identity verification with clear, supportive communication.
• Set accurate expectations at each step to reduce confusion and incomplete applications.
• Help improve onboarding turnaround times and overall speed-to-activation.
• Work with internal teams (Back Office, Marketing, Compliance) to deliver a smooth, compliant client experience.

Account Management:

• Act as a trusted point of contact between clients and the business.
• Handle product queries, requests, and escalations across retail clients, partners, and high-value accounts.
• Triage product questions and route them to the appropriate internal team.
• Monitor and improve client satisfaction (CSAT).

Retention:

• Support client retention and loyalty initiatives.
• Track inactivity and re-engagement, and help design responsible re-engagement programs.
• Encourage healthy product adoption and ongoing engagement.

Who You Are

• Excellent customer service and interpersonal skills.
• Patient, persistent, and highly detail-oriented.
• Strong written and verbal communication.
• Comfortable collaborating across multiple teams.
• Working knowledge of financial markets and online trading products is an advantage.
• Comfortable working in a fast-paced, client-focused environment.
• Based in and authorized to work in Nigeria.

Key Skills:

• Customer experience and client support
• Onboarding and account management
• Client retention and engagement
• Stakeholder communication
• CRM tools and case management.