Customer Success Associate at Nomba (Formerly Kudi)

We are currently looking to hire a Customer Success Associate who will: 

• Operate as the lead point for any and all matters specific to customer account.
• 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 our 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.

Requirements

The ideal candidate should have

• Strong command of written and verbal English
• Proficiency in French is considered an added advantage.
• Minimum of a Bachelor’s degree from a recognised institution.
• 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.