Customer experience Associate at Nomba (Formerly Kudi) in Lagos

Explanation

With a team of over 250 driven and driven individuals, we’re not just building budget systems, we’re pushing boundaries and reimagining what’s possible for millions across Nigeria. Every line of code, every client engagement, and every new idea supports to our purpose: to enable economic sustainable success by assisting individuals and businesses run productively and accomplish their targets. As you join us on this journey, know that you’re becoming part of something bigger; a team dedicated to influencing innovation of finance and unlocking avenue for all.

What You’ll Do

• Operate as the head point for any and all matters specific to client account.
• Offer smooth/personalized customer experience to our clients.
• Engage and build client retention by supplying above-and-beyond hospitality through email, phone and other digital communications and any other processes as may be allocated by the manager/team supervisor.
• Interface with internal participants to guarantee an successful outcome process for our clients/participants.
• Preserve current expertise in the company's goods, solutions, and client support rules.
• Convey productively with participants to assist settle concerns with Nomba assist resources.
• Record client engagements as required, organizing documents and transmitting information to interested parties.
• Clarify simply and transparently in response to client questions and check for customer insight and acceptance.
• Endorse new solutions/initiatives or make suggestions for enhancements by recognizing applicable capabilities and perks.
• Establish and preserve positive relationship with clients by using positive language and expecting their needs.
• Learn our product to set up the operational base to meet the needs of new users.
• Offer operational base development and orientation for current and prospective users.
• Formulate and preserve an preferred user/client profile and collect User input.
• Interface with other internal teams in order to assist agents settle their concerns.
• Report to higher support tier concerns that cannot be settled on first call solution(FCR) to the backend and check in on a solution.

Qualifications

• At least a Bsc from a identified institution.
• Robust command of documented and verbal English
• Friendly and welcoming manner with customers and other members of the client support team.
• Action-Oriented and should be capable to check in on response to guarantee positive results.
• Understanding with client engagement management (CRM) software programs.
• Capability to clarify sophisticated notions in a clear, simple manner to clients.
• Outstanding corporate and handling multiple responsibilities competencies.
• Capability to preserve a calm and polite manner in stressful conditions.
• Readiness to collaborate with clients and management to settle any concerns that may arise.
• Enthusiasm for supplying an amazing customer experience.
• Good schedule control competencies and an capability to thrive in a dynamic environment.