Customer Success Associate Job at Nomba

Nomba, launched in 2017 as "Kudi.ai", is a chatbot that responds to financial requests on social apps. Nomba has since evolved to empower independent businesses to act as neighborhood banks offering basic financial services such as cash withdrawal, transfer and bill payments to all Nigerians, especially those in underserved communities. Today we process more than $500m in payments monthly.

We are recruiting to fill the position below:

Job Position: Customer Success Associate

Job Location: Lagos
Employment Type: Full-time

Responsibilities 
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
They ideal candidate should have:

• Strong command of written and verbal English
• 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.
• 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.
• 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.
• Passion for delivering an amazing customer experience.
• Good time management skills and an ability to thrive in a fast-paced environment.