• Application Deadline:
• Position: Customer Support Specialist


• Job Type Remote


• Qualification BA/BSc/HND


• Experience 4 years


• Location Lagos


• Job Field Customer Care 
  

Job Overview

• We are creating a 24/7 hours, proactive and more personalized customer service structure for our rapidly-increasing customer base. We are looking for a customer service specialist with excellent communication and relationship building skills to join our customer success team.


• If you are seeking to create an impeccable experience in customer service, with a fast-paced dynamic team, we are eager to speak with you.


• This is a full-time, remote position and members of the team must be available to work (40 hours per week) on a 24 hours shift rotation with varying 8-hour shifts from Mondays to Sundays. Including weekends and holidays.

Responsibilities

• Identify and assess individual customers’ needs in order to understand and proffer solutions


• Communicate with customers through several channels as assigned


• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives


• Seize opportunities to upsell product features when they arise


• Build sustainable relationships and engage customers by going the extra mile


• Understand the product/services that Africhange offers so you can guide customers in using our apps and/or website


• Provide accurate, valid, and complete information to users by leveraging internal processes, internal and public product knowledge base, external (3rd party) methods/tools.


• Utilize software, databases, communication strategies, and tools appropriately


• Meet personal/team qualitative and quantitative performance goals


• Stay up to date with technological advances and customer success tools to be used for customer service purposes


• Come up with ideas and strategies that enhance performance


• Perform other related duties and participate in special projects as assigned


• Complaints management and Resolution 


• User Retention 


• Relationship Building


• Great Response rate

 Specifications

• A good background or qualification in any Human Relations or Business administration field


• 4 years experience in customer service roles and an excellent knowledge of customer service tools 


• Ability to communicate (both in oral and written) fluently in English


• Previous work experience in a Fintech environment is beneficial


• Extremely smart with exceptional verbal, written and oral communication skills


• Problem-solving skills Incredibly ambitious with a desire to continue learning


• Strong time management and decision making abilities


• Ability to multitask, organize, and prioritize work


• Resourceful, independent, meticulous, strong analytical mind and eye for details


• Good team-playing  skills to relate with other departments and team members
  
  
  
  
  
  
  
  
  


• Demonstrates excellent communication etiquette and understands the basic rules of chat interactions


• Candidate must have previous experience with using CRM software and tools


• Candidates must be tech-savvy and familiar with basic PC utilities and fundamentals


• Familiarity with Google Workspace tools is beneficial


• Ability to work in a multi-shift environment  that spans across several customer success agents working 24 x 7 x 365.

What We Offer

• Fully remote opportunities under a flexible work environment


• Competitive salary


• Paid time-offs including paternity leave


• Access to relevant courses/learning programs


• A close-knit team with a great passion for working collaboratively


• Performance Incentives