Customer Success Specialist Intern (Hausa) at Softcom

About Eyowo Integrated Payment

• In a country with over 200 million people, only about 45million people have access to formal financial services. We believe that everyone with a phone number should have access to modern financial services,a fundamental concept known as inclusion.
• We notice its absence, understand its essence, and our efforts are in ensuring its presence in every corner of Nigeria.

We have built Eyowo specifically for:

• People - Eyowo provides simple, modern, and reliable financial services to anyone with a phone number. With Eyowo,you can spend, send, receive, save, and borrow money with just your phone number.
• Entrepreneurs - Eyowo empowers entrepreneurs with the tools required for financial success. Users can create business accounts in a few minutes,and spend, send, receive, save, and access loans.
• Engineers/Enablers - The Eyowo financial services tool kit provides developers with the technology and regulatory infrastructure required to integrate and innovate fintech products at the speed of light.
• To achieve its vision, Eyowo is in compliance with statutory and licensing requirements from regulators including obtaining a banking license(MFB),a PSSP license,and a PTSP license (AIP in view) in addition to multiple security compliances and integrations.
• Eyowo is a product company of Softcom, a company focused on inclusive human growth. An objective intended to be achieved by connecting people and organizations with meaningful innovation.

As a proud partner of potential, Softcom focuses on innovating around unchanging human needs in the areas of:

• Payment: Democratising financial services for all
• Identity: Identifying anyone
• Data: Insights for decision making

Job Profile

• We are looking for a Customer Success Specialist to assist our customers with technical problems when using our products and services. Customer Success Specialist responsibilities include resolving customer queries, recommending solutions, and guiding product users through features and functionalities.
• To be successful in this role,you should be an excellent communicator who’s able to earn our Customers’trust.
• You should also be familiar with help desk software.
• Ultimately, you will help establish our reputation as a company that offers excellent customer support.

Job Responsibilities
As a Customer Success Specialist, your job responsibilities will include the following:

• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them.
• Work cross-departmentally to coordinate customer needs, resolve issues, and ensure customer satisfaction via phone, email, and chat.
• Responsible for customer satisfaction and retention by developing, tracking, and reporting performance metrics and indicators.
• Analyze trends in C-Sat/NPS scores to identify areas of improvement.
• Conduct regular customer pulse checks to identify pain points, friction points and get feedback on overall satisfaction.
• Develops and maintains long-term business relationships by serving as an internal advocate and client liaison.
• Establish a trusted and strategic advisor relationship and drive continued value of our products and services.
• Handle customer complaints,provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Articulate customer needs to internal business units to drive strategic decisions.

Requirements
You’ll be a good fit for this position if you:

• Understanding of how CRM systems work.
• Prior customer support or relevant experience.
• Excellent written and verbal communication and problem-solving skills.
• Ability to explain complex issues in a simple and understandable way.
• Multi-tasking abilities.
• Analytical skills.
• Patience when handling tough cases.
• Proficiently speak and write Hausa.