Customer Service Associate at Aza Finance

Job Summary

• As the Customer Service Associate, you will be at the forefront of servicing our clients.
• Your role will entail maintaining and strengthening new and existing client relationships by providing excellent customer success.
• Customer Success is a critical point of contact for our customers whhave questions, issues, or feedback, swe’re looking for an empathetic leader, with the relevant experience and skills, thelp build the vision for excellent standards in client relationship management, and thelp instill a customer-centric culture at AZA Finance.
• This is an exciting opportunity thelp take Africa’s leading digital FX company tthe next level.

Responsibilities

• Help promote a customer-centric approach at the Company by setting high standards for client support, relationship management and customer happiness
• Effectively collaborate with key internal stakeholders - Sales, Finance/Trading, Customer Support, Compliance and Product
• Support and improve the entire customer journey from onboarding tpost-trade execution
• Respond tclient inquiries within defined SLAs
• Handle any issues reported by clients and escalate when necessary
• Proactive outreach tclients tensure there is client retention, and satisfaction
• Assist in continuously deepening existing client relationships
• Adhere tthe SOPs and compliance standards set internally
• Help identify and fix inefficiencies in current workflows and processes
• Act as an effective liaison between AZA Finance and its clients, given you are the daily point of contact for the clients
• Display a high level of emotional intelligence and step inta leadership role when required

Activities

Pre-Sales Communication

• Respond tgeneral inquiries and answer questions about products and services
• Direct incoming inquiries tthe relevant team
• Contribute regional content tHelp/FAQ Page with procedures and steps tproducts and services

Technical Support/Troubleshooting

• Respond tcustomer inquiries promptly by checking emails tattend support and trade messages and receiving calls on Customer Service line
• Proactively monitor the system tensure everything is working fine
• Communicate and report tthe Tech Team when the product/services are down
• Communicate tFinance Team tset the correct rates, help close incomplete transactions or notify them of issues related tfunding, float, rates, etc
• Monitor transactions and communicate any issues tthe relevant team
• Raise queries with Finance team for any transactions that have been sent twrong accounts
• Voice of the Customer / Product Feedback
• Provide customer product feedback and product feature requests from region tCustomer Service Manager

Analytics/Reconciliation

• Work with Finance team treconcile old transactions

Requirements

• Young professional whis ambitious and passionate
• Ability tunderstand and help promote customer-centric vision
• Excellent interpersonal, communication and listening skills
• Creative problem solver and sound decision-maker with the ability twork independently with minimal guidance
• Excellent organizational skills with the ability tprioritize and multitask, when required
• Strong attention tdetail
• Love helping customers and able tmaturely handle all customer temperaments
• Advanced Microsoft Office and Google Suite Tools skills along with the willingness and ability tbecome familiar with Company-specific sales tools/software
• Passionate about our mission tredefine how businesses make payments to, from and within Africa
• Willingness and ability twork weekends, when necessary
• University degree
• Experience working with Salesforce.com
• Sense of ownership and pride in your performance and its impact on company’s success
• Critical thinker and problem-solving skills
• Team player
• Good time-management skills
• Great interpersonal and communication skills