Published
Profession
Industry
Seniority
32
jobs
Nala
Senegal
VertoFX
Nairobi, Kenya
Fincra
Lagos, Nigeria
Fincra
Lagos, Nigeria
Fincra
Lagos, Nigeria
Fincra
Lagos, Nigeria
Fincra
Lagos, Nigeria
Parkway Project Limited
Lagos, Nigeria
Altara Credit Limited
Ijebu-Ode, Nigeria
Get personalised job alerts directly to your inbox!
Altara Credit Limited
Ilorin, Nigeria
Closing: Jun 19, 2023
16 days remainingPublished: May 29, 2023 (5 days ago)
Apply for this job in seconds! Employer will review your Fuzu Profile and contact shortlisted candidates through Fuzu.
Education:
Work experience:
Language skills:
Contract Type:
Sign up to view job details.
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:
As a Customer Support Representative, you will be focused on delivering outstanding customer service by responding to and efficiently resolving customer issues and requests. You will be expected to take ownership of customer issues from start to finish, such as delayed and failed transfers, refunding requests and account verification.
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:
As a Customer Support Representative, you will be focused on delivering outstanding customer service by responding to and efficiently resolving customer issues and requests. You will be expected to take ownership of customer issues from start to finish, such as delayed and failed transfers, refunding requests and account verification.
Managing incoming conversations, inbound and outbound chats and emails.
Troubleshooting customer issues and resolving or escalating them appropriately
Creating tasks on Zazu or Jira tickets, and doing pre-investigation of the issues
Assigning escalated issues to the relevant team and providing follow-up until the issue is resolved
Escalating issues to partners (delayed and failed transfers, reversal requests, etc)
and staying in touch with them until the issue is resolved
Regularly reviewing tasks assigned to the support team or raised by the support team
Providing real-time monitoring of all queues, and making necessary adjustments to the workload
Offering follow-up to customers on all outstanding queries
Managing occasionally unhappy customers to avoid escalations
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 action 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
If you are an effective problem-solver and enjoy delivering exceptional customer service, then this opportunity might be the right fit for you! We look forward to hearing from you.
Experience working in a Fintech or Tech start-up would be a plus.
Must have Job Requirements
Advanced fluency in French (speaking / writing). The job requires the ability to communicate in French with our customers and team at a professional working capacity.
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.
Truly enjoy helping to solve problems for our awesome customers.
Exhibit excellent written & verbal communication skills.
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.
Applications submitted via Fuzu have 32% higher chance of getting shortlisted.