Customer Success Associate

3 days ago

india Nomba Full time
Job Description
About Nomba
Launched in 2017 as "Kudi.ai", a chatbot that responds to financial requests on social apps, Nomba has since evolved to empower independent businesses to act as neighbourhood banks offering basic financial services such as cash withdrawal, transfer and bill payments to all Nigerians, especially those in underserved communities. 
We are currently looking to hire a Customer Success Associate who will: 
  • Operate as the lead point for any and all matters specific to customer account.
  • Provide seamless/personalized customer experience to our customers.
  • Engage and build customer loyalty by delivering above-and-beyond hospitality via email, phone and other digital communications and any other functions as may be assigned by the supervisor/team lead.
  • Interface with internal stakeholders to ensure an effective resolution process for our customers/stakeholders.
  • Maintain updated knowledge of the organization's products, services, and customer service policies.
  • Communicate effectively with stakeholders to help resolve issues with Nomba support tools.
  • Document customer interactions when necessary, compiling documents and forwarding information to interested parties.
  • Explain simply and clearly in response to customer questions and check for customer understanding and acceptance.
  • Recommend new services/solutions or make suggestions for improvements by identifying relevant features and benefits.
  • Establish and maintain good rapport with customers by using positive language and anticipating their needs.
  • Learn our product to configure the platform to meet the needs of new users.
  • Provide platform training and onboarding for new and existing users.
  • Develop and maintain an ideal user/customer profile and collect User feedback.
  • Interface with other internal teams in order to help agents resolve their issues.
  • Escalate issues that cannot be resolved on first call resolution(FCR) to the backend and follow up on a resolution.

Requirements The ideal candidate should have
  • Strong command of written and verbal English
  • Proficiency in French is considered an added advantage.
  • Minimum of a Bachelor’s degree from a recognised institution.
  • Friendly and welcoming manner with clients and other members of the customer service team.
  • Action-Oriented and should be able to follow up on feedback to ensure positive outcomes.
  • Familiarity with customer relationship management (CRM) software programs.
  • Ability to explain complex concepts in a clear, simple manner to customers.
  • Excellent organizational and multitasking skills.
  • Ability to maintain a calm and polite manner in stressful situations.
  • Willingness to cooperate with customers and management to resolve any issues that may arise.
  • Passion for delivering an amazing customer experience.
  • Good time management skills and an ability to thrive in a fast-paced environment.
NB: Only candidates within Lagos Island (Lekki, Ikoyi and Ajah) and its environs should apply
Benefits
  • Data Allowance
  • Health Insurance
  • Pension
The starting salary for this position will be reviewed upon confirmation.
Requirements
Strong command of written and verbal English. The ability to speak an indigenous Nigerian language is an added advantage. Must be 3rd/4th year or final year student of Mass Communication – (i.e. going back to school to continue with studies after internship) in a public or accredited private university Friendly and welcoming manner with clients and other members of the customer service team. Action-Oriented and should be able to follow up on feedback to ensure positive outcomes. Ability to learn customer relationship management (CRM) software programs. Ability to explain complex concepts in a clear, simple manner to customers. Excellent organizational and multitasking skills. Ability to maintain a calm and polite manner in stressful situations. Willingness to cooperate with customers and management to resolve any issues that may arise. Passion for delivering an amazing customer experience. Good time management skills and an ability to thrive in a fast-paced environment.

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