Analyst, Customer Experience at Flutterwave

The role: 

• The Analyst, Customer Experience at Flutterwave will be responsible for supporting the effective & efficient management of customers by providing first-level support and ensuring adequate resolution of customer issues received from across channels. The role will also support customer onboarding and customer retention initiatives. The ideal candidate must have relevant work experience, a great work ethic, and must enjoy interacting with customers and solving their issues.

In this role you will:

• Act as the first point of contact for all internal and external customer queries and complaints received via channels such as email, social media, chat, phone calls, etc.
• Ensure all queries and complaints from existing and new customers are effectively and adequately resolved within set SLAs (service level agreements)
• Provide relevant and appropriate answers to questions and inquiries from customers about Flutterwave’s products and services
• Build trust, loyalty, and long last relationships with customers by understanding their pain points and resolving their issues no matter what
• Provide insights about customer feedback to internal stakeholders to allow for product and process improvements
• Maintain clear and open two-way communication with all internal Flutterwave teams to allow for great service for customers
• Ensure the contact center is always functioning. Document, report, and escalate any interruption in service to the appropriate channels
• Cross-sell other Flutterwave products and services to customers
• Send out customer feedback surveys, analyse results and share with CX and firm leadership
• Ensure personal information of customers, employees, and other individuals the company conducts business with is processed and protected in line with applicable data privacy policies, privacy laws, and global best practices
• Any other duties assigned

Required competencies and skills to be a waver

• Minimum 1-2 years in a similar role within the Fintech or Banking Industry
• Excellent written and verbal communication
• Aptitude, ability and passion to solve customer queries
• Strong negotiation, influence, and persuasion skills
• Ability to deliver even in high-pressure, time-sensitive situations
• Experience with contact center tools
• Ability to work in teams to deliver on set goals
• Excellent interpersonal skills
• Ability to work with minimal supervision
• Integrity and honesty

Other requirements:

• Must be willing to work on shifts (including nights, weekends & public holidays)
• Willingness to switch roles within the team per the needs of the business