Customer Service Associate at BitPesa

Activities:

Pre-Sales Communication

• Respond tgeneral inquiries and answer questions about products and services
• Directs 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 okay.
• Communicate tTech Team and report when website is not working as it should
• Communicate tFinance Team tset the correct rates and complete incomplete
• transactions.
• Communicate tFinance Team when we are out of float
• Monitor transactions and communicate any issues tthe relevant team
• Raise queries with Finance team for any transaction 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

Qualifications

• University degree
• Ability tquickly address customer questions
• Good communication skills

Ability thandle all customer temperaments

• Wise in decision making
• Ability twork independently
• Ability tpay attention tdetail
• Proficiency in French will be an added advantage