Customer Support Specialist Job at Africhange

Africhange (AF) is a remittance company that leverages blockchain technology and P2P exchange to offer a seamless way for users in Canada to send money to Nigeria. Our platform and process are crypto and P2P powered, and our aim is to transform the way people send money to Africa and though currently only serving users in Canada and Nigeria, we are determined to extend operations to all African countries.

Whether you would like to pay for a property, send funds to friends and family or pay employees, you'll need to safely send funds without stress and ridiculous charges. Africhange is the solution to your problem. We are a safe, secure, and convenient way to send money from Canada to Nigeria; and because we rely on blockchain technology and cryptocurrency, you can be sure that we will always offer you the best way to send money home at the best rates.

We are recruiting to fill the position below:

Job Position: Customer Support Specialist 

Job Location: Lagos (Remote)
Employment Type: Permanent (Full-time)
Department: Customer Success

Job Overview

• We are creating a 24/7 hours, proactive and more personalized customer service structure for our rapidly-increasing customer base. We are looking for a customer service specialist with excellent communication and relationship building skills to join our customer success team.
• If you are seeking to create an impeccable experience in customer service, with a fast-paced dynamic team, we are eager to speak with you.
• This is a full-time, remote position and members of the team must be available to work (40 hours per week) on a 24 hours shift rotation with varying 8-hour shifts from Mondays to Sundays. Including weekends and holidays.

Responsibilities

• Identify and assess individual customers’ needs in order to understand and proffer solutions
• Communicate with customers through several channels as assigned
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Utilize software, databases, communication strategies, and tools appropriately
• Meet personal/team qualitative and quantitative performance goals
• Stay up to date with technological advances and customer success tools to be used for customer service purposes
• Come up with ideas and strategies that enhance performance
• Seize opportunities to upsell product features when they arise
• Build sustainable relationships and engage customers by going the extra mile
• Understand the product/services that Africhange offers so you can guide customers in using our apps and/or website
• Provide accurate, valid, and complete information to users by leveraging internal processes, internal and public product knowledge base, external (3rd party) methods/tools.
• Perform other related duties and participate in special projects as assigned
• Complaints management and Resolution 
• User Retention 
• Relationship Building
• Great Response rate

 Specifications

• A good background or qualification in any Human Relations or Business administration field
• 4 years of experience in customer service roles and an excellent knowledge of customer service tools 
• Ability to communicate (both in oral and written) fluently in English
• Previous work experience in a Fintech environment is beneficial
• Extremely smart with exceptional verbal, written and oral communication skills
• Problem-solving skills Incredibly ambitious with a desire to continue learning
• Strong time management and decision making abilities
• Ability to multitask, organize, and prioritize work
• Resourceful, independent, meticulous, strong analytical mind and eye for details
• Good team-playing  skills to relate with other departments and team members
• Demonstrates excellent communication etiquette and understands the basic rules of chat interactions
• Candidate must have previous experience with using CRM software and tools
• Candidates must be tech-savvy and familiar with basic PC utilities and fundamentals
• Familiarity with Google Workspace tools is beneficial
• Ability to work in a multi-shift environment  that spans across several customer success agents working 24 x 7 x 365.

What We Offer

• Fully remote opportunities under a flexible work environment
• Competitive salary
• Paid time-offs including paternity leave
• Access to relevant courses/learning programs
• A close-knit team with a great passion for working collaboratively
• Performance Incentives