Customer Support Associate Job at Afriex

At Afriex, our mission is to remove the friction of sending money across borders and to level the economic playing field on a global scale. To achieve this we are building a global payment network: a scalable and usable infrastructure that integrates existing fiat and crypto payment networks, including but not limited to crypto exchanges, banks, card processors, and public blockchains. We believe that cryptocurrency will set a new standard for secure online payments, giving individuals and merchants a seamless way to transact with anybody in the world.

We are recruiting to fill the position below:

Job Position: Customer Support Associate

Job Location: Remote
Employment Type: Full Time

Job Description

• Are you.....
  • Obsessed with going out of your way to delight customers?
  • Someone who can balance efficiency & speed?
  • A problem solver?
  • A dynamic communicator?
  • Great at converting customers into passionate evangelists?
• We’re a fully distributed team that works remotely from countries around the world.
• We may come from many different cultures and backgrounds, but it’s our values, our resourcefulness, and our drive that make us a team.
• We work hard, think globally, and inspire each other to grow every day. If you’re the best at what you do and share our passion, we want you.
• We’re seeking collaborative, organized, customer-focused, and independent go-getters to join us as Customer Support Associate. You will be part of a small team of like-minded individuals who think the customer is king. This will be a full-time remote position, meaning you can work from anywhere in Nigeria.
• You will be supporting customers globally. English fluency is required and fluency in an additional language is a plus!

Responsibilities

• Communicate with customers via phone, email, social media, and chat.
• Addressing customers in a professional, respectful, and friendly manner.
• Proactively reach out to churned users to get insights and feedback.
• Taking ownership of customer issues, following up on outstanding requests, and escalating issues when necessary.
• Engage with prospective clients on different online blogs, communities, or forums to gain traction.
• Optimize tooling in Support - Freshcaller Freshchat, FreshDesk, etc
• Follow up with users who signed up and verified but didn't transact on the app.
• Provide knowledgeable answers to questions about the product, pricing, and availability.
• Follow up with management about issues that have not been resolved, and in some positions, provide tech support over the phone.
• Work with internal departments to resolve customers' concerns.
• Data entry in various platforms.
• Other duties required.

Requirements

• At least 1 - 3 years of work experience in customer service.
• Background in marketing is a great plus!
• Can work on weekends. 8 hours per day.
• Excellent phone etiquette and excellent verbal and written communication skills (great grammar and spelling skills with high attention to detail).
• Ability to adapt and pivot quickly, reacting to changes in a constantly evolving organization.
• A people person. Someone who knows how to make others feel special. Going that extra mile for clients. It’s all about the little things.
• Must be smart and resourceful. Someone who can overcome a challenge by thinking outside of the box.
• Be open to embracing the entrepreneurial lifestyle.
• Have experience working in a fast-paced environment and in a Customer Support team
• Experience creating or working with online communities.
• Have comfort with using a variety of software technologies. The software we use includes Freshchat, FreshDesk, Aircall, Stripe, Slack, Connecteam, G-Suite, Google Drive, etc.
• Someone who has the drive and determination to do a variety of work, and absolutely crush it!

Workspace Requirements:

• Dedicated laptop or desktop computer with Windows 10 or above.
• Quality headset for calls.
• Quiet workspace to take calls.