Customer Success Associate (Maternity Cover) Job at Umba

Umba combines advanced tools and techniques to optimize risk exposures in emerging markets that are currently underserved by traditional banking services. The Umba platform allows users to apply, receive and repay microloans through their mobile phone while using machine learning to underwrite using a risk score that is highly accurate and improves over time.

umba has just rolled out a new online POS solution and is teaming up with some of the biggest e-commerce merchants to increase customers access to online goods and services.

We are recruiting to fill the position below:

Job Position: Customer Success Associate (Maternity Cover)

Job Location: Abia
Job Type: Full time

Job Summary

• We are seeking a motivated and customer-centric individual to join our team as a Customer Success Associate, and to cover the current post-holder's maternity leave for a period of 6 months.
• The successful candidate will play a vital role in supporting our customers, ensuring their needs are met, and driving satisfaction and retention.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via email, chat, or social media platforms.
• Provide accurate information about products, services, and policies to customers.
• Collaborate with other departments, such as sales, marketing, and operations, to address customer needs and improve overall customer satisfaction.
• Onboard new customers, providing training and guidance on product features and best practices.
• Stay up-to-date with product knowledge, industry trends, and company policies to provide accurate information to customers.
• Assist customers in troubleshooting technical issues with products or services through your team lead.
• Conduct regular check-ins with customers to gather feedback, address concerns, and identify opportunities for improvement.
• Resolve customer complaints and escalate complex issues to appropriate channels for resolution.
• Participate in training sessions and team meetings to enhance customer service skills and knowledge.
• Contribute to the continuous improvement of our customer success processes and procedures.
• You will report to the Team lead of Umba Customer Success.

Qualifications

• Bachelor's Degree in Business Administration, Marketing, or related field.
• Proven customer service experience in a fast-paced environment.
• Excellent communication skills, both verbal and written.
• Ability to work collaboratively in a fast-paced, team-oriented environment.
• Familiarity with CRM software (e.g., Zoho CRM) and customer success tools is a plus.
• Ability to multitask and prioritize tasks effectively.
• Strong problem-solving skills and a proactive approach to addressing customer needs.
• Passion for delivering exceptional customer experiences and driving customer satisfaction and retention.
• Experience with live chat support software and social media platforms.