Customer Support Associate Job at Duplo

Duplo is building the platform to power the next generation of financial services. Our mission is to help companies expand financial access for all. Our simple and powerful banking-as-a-service API helps companies quickly launch financial products.

We are recruiting to fill the position below:

Job Position: Customer Support Associate

Job Location: Lagos
Employment Type: Full time

Responsibilities

• Resolve inquiries or brief the appropriate department to complete the inquiry
• Troubleshoot and resolve minor technical-related issues and concerns
• Document and update merchant records based on interactions in our CRM database and/or manual sheets
• Develop and maintain a knowledge base of the evolving merchant-related issues, equipment, and services
• Communicate with internal departments to provide an efficient workflow to handle both merchant and technical-related issues.
• Identify problems and become an agent of change
• Manage, record, and track customer issues, product feature enhancement requests,
• Provide personalized support to enterprise/high-value customers and be willing to go the extra mile to ensure customer satisfaction
• Manage inbound channels, like emails, live chat, WhatsApp chat, calls, etc, and ensure such communication is tracked on Hubspot
• Develop market specialization to deliver knowledge to our customers and maintain a close relationship with them
• Be a customer advocate, identify trends in customer issues with the product, and ensure measures are being put in place to avoid such issues
• Adopt a proactive approach to customer experience management.

Technical & Professional Requirements

• Minimum of 3 years of experience in a customer-facing role (customer service, customer support account executive, relationship manager)
• Exposure to enterprise or high-value SMB companies with complex needs, with the ability to interact effectively with both technical and business stakeholders
• Strong desire to help build and solve problems - you get excited by new challenges and using technology to overcome them
• Good knowledge of managing and tracking support metrics manually and with automation
• Good understanding of CRMs such as Freshdesk, Hubspot
• Highly collaborative, over-communicative, and have a team mentality, a self-starter with a customer-centric mindset
• Excellent relationship-building skills, ability to become a trusted advisor
• Represent customer needs to the product and development teams
• Plus - experience in fintech, particularly payments.