Customer Support Specialist at Pastel

The CSM will manage a team to help troubleshoot problems, provide guidance on best practices, and act as the customer voice internally, passing along feedback to product development, engineering, and marketing teams

Your impact:

You will be a part of a fast growing team of market and product researchers to help us improve the lives of millions of small business owners in Nigeria and to inform the direction of our product. You will be working directly with the marketing and product teams.

Your role will involve on creating amazing experiences for our users and gathering feedback on how we can improve our product offerings. If you are excited by the impact you can make at Pastel, we would love to hear from you.

Role Deliverables:

• Manage and oversee our Customer Support team
• Resolve complaints, provide appropriate solutions, alternatives and ensure timely resolution.
• Resolve product or service requests or problems via voice and non-voice channels (phone, email, or social media), by clarifying the customer’s complaint/request, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.
• Help drive customer references and case studies.
• Ensure all information management systems are constantly updated and accurate. Keep records of interactions with customers, process accounts and file documents of customers.
• Undertake Customer and Product Surveys/Research and identify common customer challenges.
• Work with the management, product, design and marketing teams to ensure user feedback are incorporated into the product

What we are looking for:

• You have a Bachelor’s degree or equivalent
• You are willing to get yours hands dirty, go out in the market, take initiative, and listen to our users
• You are extremely organized, always take copious notes, and have impeccable attention to detail
• You have 3+ years of professional experience in customer support, research, surveys in the financial or technology industry
• You blow us away with your communication skills
• You have a vast knowledge on data protection ethics and best practices.

Preferred Qualifications:

• Good with numbers and data analysis
• Experience with market research for digital products