Customer service executive

Job Summary

Serves customers by providing product and service information; resolving product and service problems

  • Minimum Qualification: Degree
  • Experience Level: Executive level
  • Experience Length: 2 years

Job Description

Job Description

  • To assist users of our products with their queries per the company’s standards via phone, email, social media and chat
  • Deliver consistent quality service support assistance to both internal and external customers
  • Collect and evaluate relevant information to handle customers’ interactions
  • Manage all interactions by logging and managing a service request ticket in CRM database
  • Give customers expert advice that will assist them in the use of the App effectively and efficiently to meet their needs
  • Empathize with and prioritize customer needs, escalating issues to internal teams as appropriate
  • Follow up on customer interactions and provide feedback on the efficiency of customer service processes
  • Comply with all control Procedures within the organization
  • Work with all departments to ensure that we grow as a company and continuously improve our products for our customers
  • Represent the brand in a professional and friendly manner
  • Demonstrate ownership in documenting and resolving customer issues
  • Perform other task within the Company which may be allocated from time to time and are commensurate with the position

     

Qualification and Requirements

  • Minimum of a Bachelor's degree or higher
  • At least 2+ years of relevant experience in a customer service role
  • Excellent oral and written communication skills
  • Understanding of financial services and smartphone apps
  • Understanding of contact center platforms (IVR, CRM, Knowledge management, etc.)
  • Typing speed of 45wpm or above

Competencies

  • Knowledge of the Fintech industry
  • Ability to multitask
  • Digitally inclined and customer centric
  • Good communication skills
  • High sense of confidentiality and integrity
  • Ability to work under pressure and prioritize
  • Effective time management with ability to work under minimum supervision
  • Fluent in English and one or more local languages. Fluent in foreign language (especially French) will be an added advantage

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