French-Speaking Merchant Success Associate at Koraplay

About The Role 

As a Merchant Success Associate at Kora, you will be responsible for managing all aspects of our relationships with merchants and all other customers, being the first point of contact for issue resolution, enquiries and ultimately guiding them to having the best solution that adapts to their needs. Based in Nigeria and fluent in English and French, you will be our merchants' primary point of contact, ensuring maximum success and satisfaction. In this role, you will be working closely with the Product, Sales, Merchant Success and Engineering teams. 

Reporting Relationships & Stakeholder Engagement:

• Report to the Head, of Merchant Success working as part of the Merchant Success Team to ensure the utmost Merchant Satisfaction amidst the high volume.
• Working collaboratively with our engineering team, Sales team, and Compliance team, to ensure each merchant is onboarded in a professional, timely manner.

Requirements

Here are a couple of things you'll be doing: 

• Providing top-quality support to our new and existing merchants while ushering them into new markets, products, or operations, helping to ensure customer satisfaction and strengthen merchant relationships. 
• Serve as the primary liaison for French-speaking merchants, building strong, trust-based relationships.
• Build and maintain strong, long-lasting customer relationships, being the owner of the personalized relationship with customers. 
• Expand current relationships with customers, focusing on the development of new products and operations. 
• Analyze prospects’ business requirements and work closely with the relevant internal stakeholders to help customize specific products to meet their needs. 
• Understand customers’ needs and suggest upgrades or additional features to meet their requirements. 
• Provide the Product team with customers’ feedback to help identify potential new features or products.

Here's what we are looking for: 

• A minimum of 2 years experience in a similar role in a B2B environment, financial services, or banking industry. 
• Fluent in both English and French (spoken and written).
• Experience in dealing with customers to ensure high-quality interaction management and query handling. 
• Passion for customer success and deep interest in understanding client needs. 
• Great written and verbal communication skills - needed for communicating with a range of people, both internally and externally, and good presentation skills. 
• Ability to achieve optimal conversation ratings and standard KPIs 
• Experience in delivering client-focused solutions based on customer needs.
•  Excellent interpersonal and communication skills to build effective relationships with customers and work effectively with them. 
• Exceptional organizational skills, with the ability to manage multiple activities and projects at the same time. 
• Strong analytical and problem-solving skills. 
• Passion for customer success and deep interest in understanding client needs. ● Finally, you promote a “customer first” environment at all times.