Customer Service Associate at BitPesa

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 service.
• Customer Service is a critical point of contact for our customers who have questions, issues or feedback, so we’re looking for an empathetic young leader, with the relevant experience and skills, to help build the vision for excellent standards in client relationship management, and to help instill a customer-centric culture at BitPesa.
• This is an exciting opportunity to help take Africa’s leading digital F/X company to the 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 to post-trade execution
• Respond to client inquiries within defined SLAs
• Handle any issues reported by clients and escalate, when necessary
• Proactive outreach to clients to ensure there is client retention, and satisfaction
• Assist in continuously deepening existing client relationships
• Adhere to the SOPs and compliance standards set internally
• Help identify and fix inefficiencies in current workflows and processes
• Act as an effective liaison between BitPesa and its clients, given you are the daily point of contact for the clients
• Display a high level of emotional intelligence and step into a leadership role when required

Activities
Pre-Sales Communication:

• Respond to general inquiries and answer questions about products and services
• Direct incoming inquiries to the relevant team
• Contribute regional content to Help/FAQ Page with procedures and steps to products and services

Technical Support/Troubleshooting:

• Respond to customer inquiries promptly by checking emails to attend support and trade messages and receiving calls on Customer Service line
• Proactively monitor the system to ensure everything is working fine
• Communicate and report to the Tech Team when the product/services are down
• Communicate to Finance Team to set the correct rates, help close incomplete transactions or notify them of issues related to funding, float, rates, etc
• Monitor transactions and communicate any issues to the relevant team
• Raise queries with Finance team for any transactions that have been sent to wrong accounts

Voice of the Customer / Product Feedback:

• Provide customer product feedback and product feature requests from region to Customer Service Manager

Analytics/Reconciliation:

• Work with Finance team to reconcile old transactions

Requirements

• Young professional who is ambitious and passionate
• Ability to understand and help promote customer-centric vision at BitPesa
• Excellent interpersonal, communication and listening skills
• Creative problem solver and sound decision-maker with the ability to work independently with minimal guidance
• Excellent organizational skills with the ability to prioritize and multitask, when required
• Strong attention to detail
• Love helping customers and able to maturely handle all customer temperaments
• Advanced Microsoft Office and Google Suite Tools skills along with the willingness and ability to become familiar with Company-specific sales tools/software
• Passionate about our mission to redefine how businesses make payments to, from and within Africa
• Willingness and ability to work weekends, when necessary
• University degree
• Proficiency in French / Spanish will be an added advantage

Benefits

• Competitive salary
• Working with a diverse team