Required Competency and Skillset to be a Waver

• Bachelor’s degree or equivalent experience strongly preferred
  
• 4+ years of relevant work experience in customer service and customer experience
  
• Knowledge and understanding of Flutterwave’s product and service offerings
  
• Proven expertise in fostering strong relationships with customers
  
• Efficient multi-tasker and ability to work & deliver under pressure
  
• Excellent client management, communication, negotiation and problem-solving skills
  
• Experience creating and presenting reports to executive management
  
• Proficiency in Microsoft Office Suite
  
• Authorization to work in Nigeria without sponsorship
  
• Professional fluency in mandarin is required
  

• Serve as the lead point of contact for all customer account management matters
  
• Build and maintain strong, long-lasting client relationships
  
• Ensure customers’ needs and demands are well communicated
  
• Ensure services are rendered and delivered in a timely fashion
  
• Forecasts and tracks key accounts metrics
  
• Manage projects within customer’s relationships, working to carry out customer goals while meeting company goals
  
• Identify opportunities to grow business with existing customers
  
• Develop clear and trackable accounts plan for assigned merchants
  
• Monitor merchant fees and track margin to ensure profitability
  
• Communicate in a timely and clear manner, the progress of monthly/quarterly initiatives to internal and external stakeholders
  
• Prepare reports on account status
  
• Ensure that customer complaints are investigated and promptly resolved across all channels
  
• Act on behalf of; and perform any other duties that may be assigned by the Account Management Lead
  
• Ensure personal information of customers, employees, and other individuals the company conducts business with is processed and protected in line with applicable data privacy policies, privacy laws, and global best practices.