Customer Experience Intern at U-Connect Human Resources Consulting

About the 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
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
Education and Experience:

• Candidates should possess a Bachelor's Degree qualification.
• Minimum of 1 year work experience.

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.