• Application Deadline: Mon, 31 Mar 2025 00:00:00 GMT
• Position: Customer Experience Associate



• Job Type Full Time , Remote



• Qualification BA/BSc/HND



• Experience 3 - 5 years



• Location Lagos




• Job Field Customer Care 
  
  

About

We are a fast-growing cloud-based all-in-one solution company for managing financial services. We are building a platform that empowers businesses by providing them with an all-in-one loan, deposits, investments, reporting, user management, and workflow customization solution. We thrive on innovation, agility, and a shared value of always delivering quality work.

The Role

This role is positively challenging and will provide growth to the prospective role holder.

The ideal role holder is highly solution-driven and motivated customer support who can provide exceptional service and technical assistance to our customers. In this role, you will be responsible for addressing customer inquiries, troubleshooting issues, and ensuring a smooth and positive experience with our products and services.

As the first point of contact, you will play a key role in resolving customer concerns efficiently, identifying common challenges, and providing feedback to improve our support processes.

Job Responsibilities

These include but are not limited to:

• Serve as the first point of contact for customer inquiries and support requests 


• Handle and resolve customer complaints promptly and professionally 


• Follow up with customers to ensure their issues have been resolved to their satisfaction 


• Provide accurate and timely information regarding products, and policies


• Troubleshoot and resolve basic technical issues; escalate complex cases as needed 


• Maintain a high level of product knowledge to assist customers effectively 


• Document and track complaints to identify trends and areas for improvement 


• Collect and analyze customer feedback from various channels 


• Generate reports on feedback trends and insights for continuous improvement 


• Collaborate with internal teams to address and resolve underlying issues. 


• Communicate feedback outcomes and actions taken to customers to build trust and transparency. 


• Document and refine the incident management process to ensure consistent and efficient handling of issues 


• Provide support for new customer onboarding, including setup and product training

Job Requirements

• Minimum of 3 years experience in customer support, preferably in a FinTech company.


• Strong verbal and written skills; ability to explain complex topics in simple terms.


• Ability to accurately document customer interactions, identify patterns, and follow up effectively.


• Customer-first approach with the ability to anticipate and resolve issues.


• Comfortable working independently, managing time effectively, and collaborating with distributed teams.


• Ability to work closely with Product, and Engineering teams to resolve customer challenges.

 Performance Metrics

These include the main key result areas that the role will be focused on, but are not limited to the following:

• Efficient Issue Resolution 


• Enhanced User-Centric Approach 


• Improved Customer Experience Processes