Customer Experience Intern at Flutterwave

About the Customer Experience Internship Role

• We are looking for a driven, passionate and committed individual to join the team as we grow and expand across Africa and beyond.
• As our Customer Experience Intern, your primary responsibility will be to support the effective & efficient management of the Contact Center by providing first-level support to customers and ensuring resolution of complaints received across all channels. The role will also support the onboarding and customer retention initiatives.
• **The Customer Experience Internship shall be for a minimum of one (1) year

Responsibilities include but are not limited to:

• Act as the first contact person for all external customer queries and complaints
• Build relationships, earn trust and buy-in from customers in order to get referral business, and retain customer loyalty.
• Act as the first line of escalation for all customer complaints.
• Respond to emails, social media queries, chats, web reviews, or phone calls as assigned.
• Assist in ensuring the contact center is functioning at all times, documenting and reporting any interruption in service to the appropriate channel.
• Assist in maintaining clear and open two-way channels of communication with other departments within the company.
• Ensure all queries and complaints from existing and potential customers are effectively and promptly resolved within SLAs.
• Examine pertinent information and determine the accuracy of customer issues and responsibility for resolution.
• Ensure effective provision of answers to questions and inquiries from the public about Flutterwave’s products and services.
• Cross-sell other products to customers
• Carry out telephone survey calls.

Requirements
Desired skills and expertise:

• Good verbal and written communication skills.
• Ability to resolve customer’s queries.
• Result oriented. Focuses on getting things finished.
• Confidentiality
• Good computer skills
• Strong Influencing and Persuasive Skills.
• Ability to handle pressure/conflict.
• Self-motivated.
• Team Player
• Excellent Interpersonal Skills
• Good problem-solving skills
• Ability to work with minimal supervision.
• Integrity and honesty

Other requirements:

• Willingness to work on shifts (including weekends & public holidays)
• Positive attitude
• Willingness to switch roles within the team