OZE

Business Support Associate

Job Summary

At OZE, we play to win. What’s the game? Growing small businesses! How do we win? First, we send in the A-team. A group of passionate, young business support associates trained to help entrepreneurs use the OZE Business App to keep good financial records. Then...well, you’ll just have to join and find out! Ready to join the A-team?

  • Minimum Qualification: Diploma
  • Experience Level: Entry level
  • Experience Length: 1 year

Job Description/Requirements

Mission for a Business Support Associate:

To make sure that all businesses that download OZÉ understand the value of using OZÉ, understand how to use it, and can be connected with the relevant team member if they ever have trouble using it.  To qualify leads and generate interest in OZÉ’s paid plans.


Outcomes:


  1. Ensure (with your colleagues) that every person who downloads the app receives a welcome call within 2 business hours. 

    1. Engage 80-100 new users per day to qualify leads through phone, chat, emails, and social media 

    2. Drive a successful first time user experience by being friendly, respectful, and helpful always

    3. Learn to follow and maintain a streamlined user onboarding process

    4. Share the love. Regularly document what’s working and the steps you took. Then share it with the team

    5. Use your resourcefulness to team up with other team members to improve call scripts, quick replies and supporting links and videos

    6. Encourage new users to consider paid plans and transfer them to a sales associate when interest indicated 

 

  1. Ensure (with your colleagues) that every person who submits an inquiry receives a response within 2 business hours

    1. Respond to inbound user inquiries 

    2. Develop a deep understanding of the OZE Business App and OZE offerings to help customers troubleshoot and navigate through processes and bugs by phone, chat, email, and social media. 

    3. Drive a successful user experience by being friendly, respectful, and helpful always

    4. Learn to follow and maintain a streamlined bug resolving process

    5. Share the love. Regularly document what’s working and the steps you took. Then share it with the team

    6. Use your resourcefulness to team up with other team members to ensure that the same bug does not continue to reoccur.


  1. Participate in other product, marketing, and sales activities as needed

    1. Maintain a list of feature requests

    2. Participate in engagement and reengagement campaigns to increase app usage levels and retention rates

    3. Join market storms once a month to do in-person prospecting in a certain area of town 

    4. Assist with maintaining the user guides and knowledge base articles and videos

    5. Contribute to OZÉ’s social media presence by sharing comp


  1. Be a team player

    1. Internal NPS of 8 or above from your teammates

    2. Participate in all monthly 360 feedback sessions

    3. Continuously learn by participating in 6 relevant webinars or by reading 6 relevant books per year and sharing what you learned with the team at monthly lunch & learns and/or through a blog post.

    4. Recruit at least one awesome person to join our team; assist in the hiring and training of additional associates

    5. Work with product and tech teams to develop and implement product improvements


Preferred Qualifications:


  • Knowledge of customer service practices and principles 

  • Excellent data entry and typing skills

  • Good listening, verbal, and written communication skills

  • One or more years of experience in a call center or customer service environment 

  • Proactive and can think on their feet

  • Values Honesty & Integrity, Openness & Transparency


About OZÉ.


OZÉ is a platform that empowers small business owners to make data-driven decisions to improve their performance. Our mission is to provide entrepreneurs with the tools and resources they need to grow. 


You may be thinking to yourself, what is this?? I thought I was looking at a job description, so why are there so many metrics? OZÉ is a data-driven and goals-oriented company that values openness and transparency. We want to hire someone who can meet these goals, so we only think it’s fair to let you know what the goals are. If this isn’t for you, we’d rather you decide that before applying instead of after starting work. If hired, this job description becomes your scorecard. You will be measured against it to determine how successful you are in your work at OZÉ. If this all seems refreshing and exciting to you, apply now!


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