Jobs at Kyosk Digital Services

Role Profile

• We are looking to bring onboard a Customer Experience Associate to join our operations team.
• The role holder will play a front-line role in resolving customer issues and ensuring customer
• satisfaction. He/she will address complaints, resolve issues and drive customer satisfaction and retention for the business.

Key Responsibilities:

Customer Management:

• Handled all incoming or outgoing customer communication from
• Kyosk’s customers via various channels and ensure customer queries are addressed in a timely and efficient manner. Updated Customers on delayed deliveries/and or non-deliveries with clear timelines on expected delivery timelines. Solved customer concerns within the
• organization and escalate issues that cannot be solved immediately. Provide prompt & professional replies to all customers queries.
• Customer Retention: Provided customers with technical support using the company products.
• Provide customers with new information about company services and products including modifications and improvements. Build sustainable relationships of trust through open and interactive communication.

Market Analysis:

• Actively drive market analysis initiatives to identify key trends in the market, monitor customer behaviour and share this data with the Customer Service Manager to drive retention and new customer acquisition. Conduct in-person field visits to current customers to
• deliver the highest quality of support and address customer questions and concerns to ensure a high level of customer satisfaction.

Support Sales:

• Generate sales leads by upselling and cross-selling; identify and assess customers' needs and share this feedback with the sales team for action. Drive revenue and customer retention through customer relationship management. Support the selling processes for our customers to generate additional Sales.

Service improvement:

• Utilize feedback from customers to facilitate improved quality of services being provided. Collaborate with the Operations, Sales & Product teams to share improvement ideas. Work collaboratively with the Customer Service Manager to develop a
• first-class service experience for all our customers.

Relationship Management:

• Actively build, manage, and maintain strong positive customer relationships and ensure top of mind awareness for our customers.

Reporting:

• Prepare daily customer engagement reports against the set key deliverables.
• Highlight key customer concerns, queries and issues that require resolution at a higher level.
• Follow up on issue resolution with respective stakeholders to ensure all raised customer concerns are fully addressed and acted upon per the company guidelines.

Operational Excellence:

• Support the Customer Service Manager to create and roll out customer satisfaction surveys to identify what’s working, the gaps and the areas of improvement with an aim to drive high levels of customer engagement and retention.

Minimum Requirements & Key Skills:

• A minimum of 4 years’ experience in customer service within a fast-paced environment;
• Bachelor Degree in Business field or related discipline;
• Technical skills effectively perform Contact Centre activities/tasks in a manner that consistently produce high quality of service. With a detailed understanding of Call Centre processes & KPIs
• Excellent written and oral communication skills;
• Familiarity with customer management systems;
• Ability to handle irate customers in a calm and diplomatic manner;
• Ability to multitask, prioritize, and manage time effectively Results orientation and comfort in a performance-driven work environment;
• Strong persuasion and negotiation skills
• Ability to evaluate and prioritize work accordingly
• Have an ability to influence and collaborate with a team
• Excellent written and oral communication skills, with the confidence to interact at all levels of the organization
• Personal drive with a sense of urgency and an ability to demonstrate strong commitment to managing initiatives to a successful conclusion

Competencies & Skills

• Customer Orientation;
• Problem Solving Skills;
• Stakeholder Management;
• Persuasion and Influencing Skills;
• Team player.

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Job Summary

• We are looking to hire a successful candidate who has a degree in finance, accounting, or related field. You must know accounting principles and end to end full accounting process. You will be continuously looking for a way to help the team to become more efficient and effective.

Primary Duties & Responsibilities

• Perform company accounting duties and determine revenue and expenditure.
• Ensure no revenue loss leakage - all billed goods & services are fully settled.
• Be the first point of contact for payment aggregators from whom we collect for invoiced goods to ensure amounts paid for goods and services delivered by KYOSK are duly received and credited to KYOSK bank accounts.
• Work with operations/dispatch to resolve all issues that could occasion revenue loss/leakage e.g. payment reversals/recalls for invoiced and dispatched goods.
• Work with the account team to perform financial planning, analysis, and reporting activities.
• Determine monthly revenue forecast and perform monthly revenue analysis.
• Create monthly revenue reports for the management.
• Oversee financial transactions and process invoices promptly.
• Perform reconciliation of account receivable and payable.
• Assist in financial audits and implement audit recommendations.
• Work in compliance with company accounting standard and guidelines.
• Use software applications for company accounting operations.
• Identify and resolve outstanding balances monthly.
• Perform record keeping of all financial operations.
• Create and distribute monthly invoices based on contract and reporting data.
• Review and interpret contracts for proper billing terms and assist in management aspects of the revenue process.

Minimum Requirements

• A Bachelor's Degree in Accounting with experience in revenue recognition is a plus.
• Certified Accountant of Nigeria and a member of ICAN.
• Must possess a minimum of 5 years of experience in finance with at least 2 years in a revenue accounting role.
• Punctual, reliable and must have strong communication skills.
• Knowledge about MS Office, excel-Advance Excel a plus.
• Able to work in a team and produce quality output under tight deadlines.
• Strong verbal and oral communication skills.
• Self-motivated and strong analytical skills.
• Attention to detail, prioritization skills and time management.
• Quick learner with a positive attitude.
• Must be highly organized and able to deal with a high volume of data
• Able to work proactively and independently with a team in a fast-paced environment.

Desired Competencies:

• Business Acumen;
• Strategic Alignment;
• Change Management;
• Stakeholder Management;
• Problem-Solving Skills;
• Decision-Making Skills;
• Tech Savvy.