Customer Success Associate at Nomba (Formerly Kudi)

About You

The ideal candidate for this role should have:

• Strong command of written and verbal English.

• The ability to speak an indigenous Nigerian language is an added advantage.

• Minimum of a Bachelor’s degree from a recognised institution.

• Minimum of  2 years previous customer service experience is a plus.

• Friendly and welcoming manner with clients and other members of the customer service team.

• Action-Oriented and should be able to follow up on feedback to ensure positive outcomes.

• Familiarity with customer relationship management (CRM) software programs.

• Ability to explain complex concepts in a clear, simple manner to customers.

• Excellent organizational and multitasking skills.

• Ability to maintain a calm and polite manner in stressful situations.

• Willingness to cooperate with customers and management to resolve any issues that may arise.

• Passion for delivering an amazing customer experience.

• Good time management skills and an ability to thrive in a fast-paced environment.

About the Position

• Provide seamless/personalized customer experience to our customers.

• Engage and build customer loyalty by delivering above-and-beyond hospitality via email, phone and other digital communications and any other functions as may be assigned by the supervisor/team lead.

• Interface with internal stakeholders to ensure an effective resolution process for customers/stakeholders.

• Maintain updated knowledge of the organization's products, services, and customer service policies.

• Communicate effectively with stakeholders to help resolve issues with nomba support tools.

• Document customer interactions when necessary, compiling documents and forwarding information to interested parties.

• Explain simply and clearly in response to customer questions and check for customer understanding and acceptance.

• Recommend new services/solutions or make suggestions for improvements by identifying relevant features and benefits.

• Establish and maintain good rapport with customers by using positive language and anticipating their needs.

• Learn our product to configure the platform to meet the needs of new users.

• Provide platform training and onboarding for new and existing users.

• Develop and maintain an ideal user/customer profile and collect User feedback.

• Interface with other internal teams in order to help agents resolve their issues.

• Escalate issues that cannot be resolved on first call resolution(FCR) to the backend and follow up on a resolution.