Operations / Customer Success Officer Job at MKOBO Microfinance Bank

MKOBO is a fully licensed Microfinance bank by the Central Bank of Nigeria (CBN) in Lagos, Nigeria. MKOBO was conceived to help solve consumers’ need for access to short-term emergency credit. Our goal is to provide access to short term unsecured loans, which is easily accessible. We cater to the demography currently undeserved by the Commercial banks in our aim to help increase financial inclusion of the Nigerian population.

We are recruiting to fill the position below:

Job Position: Operations / Customer Success Officer

Job Location: Lagos, Nigeria
Employment Type: Full Time
Job function: Operations

The Role

• As the Customer Success Associate, you are the first contact for our members/customers.
• You are saddled with the responsibility of ensuring that our Customer receive prompt and professional support experience anytime they contact Mkobo. This will include taking ownership of issues and liaising with other teams to troubleshoot and help resolve them.

Responsibilities

• Provide seamless customer experience to our customers
• Engage and build customer loyalty by going the extra mile to ensure our Customers achieve their goals with our products.
• Respond to customers' requests via email, phone and other digital channels
• Interface with internal stakeholders to ensure effective resolution process for customers/stakeholders
• Maintain knowledge of all our products, services, and customer service policies
• Ensure all customer interactions are documented on the helpdesk management tool
• Explain simply and clearly in response to customer questions and ensure it understood by the Customer
• Recommend new services/solutions and/or make suggestions for improvements by identifying relevant features and benefits
• Provide support and training to new Customers during the onboarding process
• Interface with other teams in order to help resolve Customer issues in a timely manner
• Escalate issues that cannot be resolved on first call resolution(FCR) to the backend and follow up on a resolution.

Qualifications

• Candidates should possess a minimum of a Bachelor's Degree from a recognised institution.
• Must have 2 - 3 years of experience.
• Previous customer service experience is a plus
• Good command of written and verbal English
• Friendly and welcoming manner with clients and other members of the customer service team
• Excellent organisational and multitasking skills
• 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
• Action-Oriented and should be able to follow up on feedback to ensure positive outcomes.
• Familiarity with any (CRM) system
• Ability to understand and explain complex concepts in a clear, simple manner to customers
• Passion for delivering amazing customer experience
• Good time management skills and ability to work under pressure

Must have skills:

• Communication
• Critical thinkin
• Problem solving
• Computer literate