• Application Deadline:
• Position: Customer Success Associate


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 1 year


• Location Lagos


• Job Field Customer Care 
  

Job Description

• We are looking for a Customer Success Specialist to assist our users in resolving issues, responding to requests,  guide Kippa agency banking users through features and functionalities, conduct onboardings and ensure customer satisfaction.


• Ultimately, you will help establish our reputation as a company that offers excellent customer support during every aspect of the customer journey.

Responsibilities

• Respond to customer queries in a timely and accurate way, via phone, email, social media or livechat


• Support Kippa agents on use of POS, escalation and resolution of disputes.


• Identify customer needs and help customers use specific features


• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)


• Escalate customer issues and inquiries


• Monitor customer complaints on social media and support channels to ensure issue resolution.


• Conduct Onboarding and KYC requirements.


• Gather customer feedback and share with our Product, Sales and Marketing teams


• Explain simply and clearly in response to customer questions and check for customer understanding and acceptance

Requirements

• Minimum of a Bachelor's Degree from a recognised institution.


• Minimum of 1 year previous customer service experience is a plus or similar CS role


• Previous experience in a Fintech


• Previous Agency banking support experience.


• Experience using Front, Rocketchat, Jira, SQL and remote support tools


• Understanding of CRM systems


• Excellent communication and problem-solving skills


• Multi-tasking abilities


• Customer empathy.

Cultural Competencies:

• You work well with people of different backgrounds, identities, values and cultures


• You listen well, seek to understand and respond with empathy


• You give and take constructive feedback to and from colleagues at any level


• Honesty and Integrity as a watchword


• You are extremely curious and love working collaboratively


• A knack for continuous growth, learning and knowledge sharing

What matters most?

Nobody can be great at everything, but we’re looking for candidates who exemplify the following:

• Rigor for metrics: you have a commitment to a process for extracting answers out of ambiguous questions and situations


• Bias to action: you feel an urgency to unblock yourself and others to deliver results

Working at Kippa

Read a summary of what it is like to work at Kippa Here