Customer Success Associate Job at Appzone Limited

Appzone Limited - Our client, Qore, is a funded, pan-African Fintech that provides the technology and operating system that powers fully digital and automated Banks across the African continent, and on a mission towards digitizing and fully automating all economic activities in Africa.

They are recruiting to fill the position below:

Job Position: Customer Success Associate

Job ID: 218
Job Location: Lagos

Responsibilities

• Handle complaints and execute technical support and customer relations, and provide first-level assistance, resources and solutions to customers' emails, calls, and chats.
• Establish and maintain strong and productive relationships with clients and ensure requests are resolved in timely and effective manner.
• Collaborate with support team to achieve excellent service support delivery and maintain regular contact with customers in handling escalations.
• Troubleshooting and system operations, for a smooth work procedure and productivity.
• Provide reliable interface between our client’s IT representative(s) and Qore’s business units and provide support and customer services tasks in a satisfactory and timely manner.
• Respond to clients’ inquiries for technical assistance via telephone, e-mails, or instant messengers. 
• Carry out case management; case categorization, case assignment, and case closure and follow standard help desk procedures to assist clients in resolving technical issues. 
• Prepare activity and other related CRM reports and engage in other support interactions with clients to ensure client satisfaction in line with the company’s business goals. 
• Use CRM software to track support tickets and document actions and initiate log in for incidents cases and establish interactions with clients.
• Execute and deliver on key KPIs (i.e., response time, time to resolution, SLA, etc.) and maintain and improve knowledge base to support external and internal users.
• Create training materials, knowledge base help articles, including FAQs and adhere to manufacturing instructions and design specifications when recommending devices and IT equipment for repairs.
• Ensure all reported cases are attended to and resolved within the stipulated timeframe as stated in the SLA and conduct routine operational training for users of Qore’s products.

Requirements

• BSc in any discipline from a reputable and accredited higher institution.
• 2+ years of experience in a similar role, preferably in a Tech/Fintech or in the Financial Services industry.
• Good planning, organizing and prioritization skills.
• Good communication and interpersonal relationship skills.
• Strong interpersonal skills and able to work as an individual and part of a team.
• A great communicator with strong project management skills, who can easily receive and interpret feedback and meet tight deadlines in a fast-paced environment.
• Knowledge of the use of CRM and how to manage clients using technological tools.

Benefits
Qore provides the rare opportunity to make history in the financial space for Africa by Africans, while working with the smartest, brightest & coolest minds in Africa. Our people & culture team continuously thinks of innovative ways to improve employee experience and some of the other benefits of working with Qore includes; 

• Very Competitive & Rewarding Pay
• Flexible work mode 
• Medical Insurance  
• Paid Lunch for onsite work 
• Lifelong Learnings