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Quidax
Compliance Officer
Lagos, Nigeria
Closing: Jul 26, 2024
Closing todayPublished: Jul 12, 2024 (15 days ago)
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Job Summary
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About Nala:
We are on a mission to increase economic opportunity on the African continent and for its diaspora around the world. By creating community-powered financial solutions, we make it easier to make day-to-day payments and do business in an increasingly global Africa.
About the role:
Your mission is to be the frontline advocate for our valued customers, ensuring satisfaction by providing quick, effective, and empathetic support. Your role is pivotal in delivering exceptional customer experiences through various channels, including real-time chats, emails, and online support.
Responsibilities
About Nala:
We are on a mission to increase economic opportunity on the African continent and for its diaspora around the world. By creating community-powered financial solutions, we make it easier to make day-to-day payments and do business in an increasingly global Africa.
About the role:
Your mission is to be the frontline advocate for our valued customers, ensuring satisfaction by providing quick, effective, and empathetic support. Your role is pivotal in delivering exceptional customer experiences through various channels, including real-time chats, emails, and online support.
- Managing real-time incoming conversations, inbound and outbound chats and emails.
- Offering follow-up to customers on all outstanding queries raised.
- Responsible for troubleshooting and resolving customer issues by appropriately escalating them when necessary. This involves assigning escalated issues to the relevant teams and to partners, and providing follow-up until the problem is resolved.
- Creating tasks on our internal tool (Zazu) or Jira tickets, and doing pre-investigation of issues raised by customers.
- Regularly reviewing tasks assigned to the support team or raised by the support team to other teams
- Identifying all issues affecting customers and advocating for them to be addressed swiftly.
- Regularly reviewing and updating canned responses (macros) and support articles (FAQs).
- Keeping accurate records and documenting customer service actions and discussions.
- Identifying patterns in user feedback and translating them into suggestions for improving our user experience and product.
- Actively contributing to process improvement, looking for smarter and best ways to serve customers.
Must have Job Requirements
- 2+ years experience in a call/contact center or as a dispatcher/receptionist in a large office.
- Ability to commit to a full-time schedule.
- Ability to work your assigned shift, as we are open 24 hours per day/7 days per week.
- Ability to work weekends, evenings, and statutory holidays if required.
- Advanced fluency in English (speaking / writing). The job requires the ability to communicate in English with our customers and team at a professional working capacity.
- Truly enjoy helping to solve problems for our awesome customers.
- Exhibit excellent written & verbal communication skills.
- Efficiency in Microsoft applications (word, excel, PowerPoint etc.)
- Approach others’ problems with compassion and a desire to keep problem-solving an issue until you understand what is going on.
- Are motivated to help NALA grow through providing stellar service to our customers.
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