Customer Support Associate Job at Busha Digital Limited

Busha was established in 2018 as a digital currency exchange platform where consumers and merchants can trade digital currencies such as Bitcoin and Ethereum. Busha has made efforts to be a trusted company in this domain and ensure that our platform is easy to use,  accessible and user-friendly. We focus on using innovation and efficiency to build an open financial system. There are a few things we look for across all hires we make at Busha, regardless of role or team. We assess whether a candidate demonstrates our values: Clear Communication, Positive Energy, Efficient Execution, and Continuous Learning.

We are recruiting to fill the position below:

Job Position: Customer Support Associate

Job Location: Lagos (Remote)
Employment Type: Full Time

Job Description

• Busha Customer Support Associate is a motivated and experienced team member who will develop and maintain long term relationship with our clients.
• Your goal is to consistently improve customer experience and enhance our customer experiences, you will be tracking all points of customer engagement, addressing all customer queries, and identifying ways to improve our customer service.
• You will work with other cross-functional team members and will rely heavily on both qualitative and quantitative data to make informed decisions.
• Your duties may also include training new employees and maintaining open communication with other departments during your day.

Responsibilities

• Improve customer service experience, create engaged customers, and facilitate organic growth
• Develop strategies for increasing customer satisfaction and loyalty
• Develop and implement efficient customer success strategies
• Provide potential and existing customers with exceptional services
• Listen to customers concerns or complaints and take proactive steps to maintain positive experiences
• Ensure that customers are satisfied with our products and services
• Work with other departments to ensure customer needs are met
• Collect data to clearly understand the needs of the customers
• Align customer experience strategies with marketing initiatives, as well as informing customers of new products, features, and functionalities
• Answer questions customers may have about our products and services
• Ensure that customer issues are handled in a timely manner and follow up with them to make sure their issue has been satisfactorily resolved
• Ensure customer satisfaction and provide professional customer support
• Provide introductory information to new customers.
• Review customer feedback and complaints to identify areas for improvement and opportunities for growth.
• Track customer contact information and preferences so that they can be contacted in the future
• Analyse data to identify trends in customer preferences, needs and buying habits so that we can make informed decisions based on those habits
• Maintain a positive, empathetic, and professional attitude toward customers always.

Requirements

• Candidates should possess relevant qualifications and work experience.

The ideal employee must have:

• Great multitasking ability
• Ability to handle high volume of live chats
• Familiar with Customer Relationship Management Platforms
• Ability to work effectively with cross-functional teams.
• Patience and empathy
• A passion for customer satisfaction
• A team player with excellent communication skills.