• Application Deadline:
• Position: Risk & Compliance Customer Support Associate


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience


• Location Lagos


• Job Field Customer Care 
  

The role: 

• Support the effective & efficient management of customer experience by providing first-level support and ensuring adequate resolution of customer issues received from various channels.


• The Customer Support Associate will be responsible for all customer inquiries as it relates to Risk and Compliance

Principal Duties and Responsibilities

• Ensure prompt and effective handling of customer, merchant, and partner queries on all risk and compliance-related cases.


• Act as the first point of contact for all internal and external customer queries and complaints on risk & fraud received via channels such as email, social media, chat, phone calls, etc.


• Ensure prompt escalation of risk & fraud complaints to the appropriate risk team.


• Ensure all risk & fraud queries and complaints from existing and new customers are effectively and adequately resolved within set SLAs (service level agreements)


• Provide relevant and appropriate answers to questions and inquiries from customers about Flutterwave’s products and services.


• Build trust, loyalty, and long last relationships with customers by understanding their pain points and resolving their issues no matter what.


• Provide insights about customer feedback to internal stakeholders to allow for product and process improvements.


• Maintain clear and open two-way communication with all internal Flutterwave teams to allow for great service for customers.


• Cross-sell other Flutterwave products and services to customers


• Send out customer feedback surveys, analyze results, and share with CX and firm leadership.


• Any other duty assigned by the Risk/CX Leadership

Competency and Skill Requirement

• Background in Risk & Compliance function


• Excellent written and verbal communication


• Aptitude, ability, and passion to solve customer queries.


• Strong negotiation, influence, and persuasion skills


• Ability to deliver even in high-pressure, time-sensitive situations.


• Experience with contact center tools


• Ability to work in teams to deliver on set goals.


• Result-oriented – always focused on completing tasks on time, accurately, and efficiently.


• Excellent interpersonal skills


• Ability to work with minimal supervision.


• Integrity and honesty

Other requirements

• Must be willing to work on shifts (including nights, weekends & public holidays)


• Authorization to work in the country without sponsorship