Call Center Representative at Africhange Technologies Limited

Job Overview

• We are creating a 24/7, proactive and more personalised customer support structure for our rapidly-increasing customer base. We are seeking an individual with excellent communication skills to join our Customer Success team.

What You Will Do

• Manage large amounts of inbound and outbound calls in an efficient and timely manner
• Chat with customers on Live Chat using provided Live Chat tools and set communication structure
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Seize opportunities to upsell product features when they arise
• Build sustainable relationships and engage customers by going the extra mile
• Keep track and records of all conversations in our call centre database in a comprehensible way
• Utilize software, databases, communication strategies, and tools appropriately
• Engage in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
• Meet personal/team qualitative and quantitative performance goals
• Stay up to date with technological advances and customer success tools to be used for support purposes.
• Be responsible for making outbound calls to set customer interviews and gather survey data.
• Come up with ideas and strategies that enhance performance 
• Performs other related duties and participates in special projects as assigned.

What You Should Have 

• Good background qualification in any Human Relations or Business Administration field
• 1-2 years experience in customer rep roles and a good knowledge of call centre professional processes.
• Previous work experience with a Fintech company is an added advantage
• Demonstrate excellent phone etiquette and understand the basic rules of chat interactions.
• Candidates should be tech-savvy and familiar with basic PC utilities and fundamentals
• Familiarity with Google Workspace tools i.e. Docs, Spreadsheet, Slide etc. is beneficial.
• A good skill in using CRM software is an added advantage.
• Ability to succeed in an environment  that spans across several customer success representatives working 24 x 7 x 365 and collaborate effectively with them
• A smart individual with exceptional verbal, written and oral communication skills
• Problem-solving skills.
• Incredibly ambitious with a desire to continue learning
• Strong time management and decision making abilities
• Ability to multitask, organize, and prioritize work.
• Resourceful, independent, meticulous, strong analytical mind and eye for details
• Friendly attitude, empathy and business acumen 
• Keen interest in product/service knowledge.
• Good team-playing  skills to relate with other departments and team members.

What we Offer 

• Fully remote opportunities under a flexible work environment
• Competitive salary.
• Paid time-offs including paternity leave
• Access to relevant online courses/learning programs.
• A close-knit team with a great passion for working collaboratively.