Customer Experience Associate at Nairagram Limited

Job Summary

• As a Customer Experience Associate, you will be part of a full-time team that helps resolve customer and client issues over multiple channels in a B2B and C2C capacity.
• You will be responsible for providing exceptional customer service and resolving inquiries and issues related to Nairagram payments processing.
• You will act as the main point of contact for our customers, ensuring their experience with processing payments is positive and seamless.
• This position will require the successful candidate to work US hours includingrotating weekendsto ensure the completion of critical company goals.
• The ability to adapt to multiple channels of communication spanning a variety of product offerings is essential.

Key Responsibilities

• Help Nairagram clients resolve issues via chat, mobile calls, and email, providing accurate information and appropriate solutions while maintaining a friendly and helpful demeanor.
• Manage clients orders, including payment modifications, cancellations, and refunds. Coordinate with relevant teams to ensure timely and accurate resolution of customer requests and ensure adherence to company policies and compliance procedures.
• Stay up to date with the app’s features, policies, and processes to provide accurate information to users.
• Contribute to the creation and maintenance of a comprehensive knowledge base and support documentation.
• Maintain high-quality standards in customer interactions, ensuring accurate and thorough communication. Follow established guidelines and protocols to deliver consistent and exceptional customer service.
• Provide internal updates on insights from engagements with customers and merchants on improving Nairagram’s overall services
• Escalate order issues and liaise with payment processing partners or internal teams to resolve issues.
• Support the Business Operations team to meet the needs of our payment partners.
• Stay up to date with the Nairagram app’s features, policies, and processes to provide accurate information to customers.
• Performing such other tasks as the Company may assign to you from time to time.
• Promoting a culture of high performance, taking ownership of tasks, and commitment to quality.

Interpersonal, Relationship Management & Collaboration:

• Liaising with internal stakeholders and follow up with external customers on all account related requests

Customer Focus:

• Ensure Internal and External Customer Satisfaction

Requirements

• Bachelor of Science (BSc. Hons) Degree or Higher National Diploma (HND) in Mass communication, Business Management or other applicable courses from a reputable higher institution.
• Have an understanding of Customer Experience in the payments industry
• Familiarity with concepts of travel rule, formalities related to corporate onboarding onto CEX’s, liquidity pool requirements, blockchain/network types available etc.Technical aptitude working with the implementation of platforms, business APIs and different testing environments
• Experience with and fluency working with internal systems such as CRM, support/ticketing, and project management tools; ClickUp experience is a plus
• Strong communication and interpersonal skills, with the ability to build strong relationships with clients and internal teams
• Strong problem-solving and analytical skills, with the ability to identify customer needs and provide effective solutions
• Self-starter with a positive, can-do attitude and ability to work in a fast-paced, team- oriented environment.

Competency, Skills and Behavioural:

• Strong problem-solving and analytical skills, with the ability to identify customer needs and provide effective solutions
• Self-starter with a positive, can-do attitude and ability to work in a fast-paced, team- oriented environment.
• Strong analytical and issue resolution skills
• Strong personal time management skills and ability to multi-task
• Excellent oral and written communication skills, with ability and comfort level communication with senior management.
• Strong client relationship management, resolution and customer service skills.
• Strong presentation skills with advanced use of Microsoft PowerPoint and other presentation tools