Experienced Customer Success Specialist at Wesley Microfinance Bank

Job Description

• We are looking for an experienced Customer Success Specialist who will be the face of Wesley to all our users, customers, and is the first point of call when they require system support.

Job Responsibilities
What you’ll be doing:

• Provide first level support for Wesley Users and Customers.
• Deliver prompt and professional solutions for customer inquiries via phone, email, on-line chat and one-one communication etc.
• Respond to customer questions quickly via email, phone, and social media
• Research, prioritize and resolve customer issues in timely and accurate fashion
• Maintain documentation of customer inquiries and responses for future reference.
• Direct or route customer calls to appropriate personnel for assistance.
• Highlight feature requests and bugs to the Product and Engineering teams
• Update the Wesley FAQ Knowledge centre with answers to common questions
• Handle dissatisfied customers in a polite and professional fashion.
• Track and follow-up all customer requests in a timely manner among other assigned responsibility.

Requirements

• Candidates should possess B. Sc Degree / HND
• Have previously worked or familiar with the financial technology ecosystem
• Have previous experience in customer service roles
• Must be creative and initiative.
• Excellent IT / software / technical skills.

Other Requirements:

• Good communication skills-are an excellent writer and speaker, able to take complex ideas and explain them in plain language
• have an endless capacity for patience and calm, even when everyone around you is freaking out.
• you have genuine empathy for our users and customers and you’re happy to go the extra mile to help them succeed using our services.
• Must have Customer Relation skills and customer satisfaction orientation.
• Experience in the financial technology ecosystem will be a good addition
• You’re able to quickly understand the technology that powers Wesley, and able to help customers achieve their goals.