Job Overview

• We are creating a 24/7, proactive and more personalized customer support structure for our rapidly-increasing customer base.
• We are looking for a customer-oriented service representative with excellent communication skills to join our customer success team.
• If you are seeking to create an impeccable experience in customer service, we are eager to speak with you.
• We have flexible shift schedules that enable us to attend to customers whenever they try to reach us.

What You Will Do

• Identify and assess individual customers’ needs in order to understand and proffer solutions
• Chat with customers on Live Chat using provided Live Chat tools and set communication structure
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Seize opportunities to upsell product features when they arise
• Build sustainable relationships and engage customers by going the extra mile
• Understand the product/services that Africhange offers so you can guide customers in using our apps and/or website
• Provide accurate, valid, and complete information to users by leveraging:
  • Internal processes
  • Internal and public product knowledge base
  • External (3rd party) methods/tools
• Utilize software, databases, communication strategies, and tools appropriately
• Meet personal/team qualitative and quantitative performance goals
• Stay up to date with technological advances and customer success tools to be used for customer service purposes
• Schedule and perform follow-up with customers, peers, and company stakeholders to ensure timely resolutions
• Come up with ideas and strategies that enhance performance

What You Should Have 

• Good background qualification in any Human Relations or Business Administration field
• 2 years of experience in customer rep roles and a good knowledge of customer service or call centre professional processes
• Previous work experience with a Financial technology company is an added advantage
• Demonstrate excellent phone etiquette and understand the basic rules of chat interactions
• Candidates should be tech-savvy and familiar with basic PC utilities and fundamentals
• Familiarity with Google Workspace tools is beneficial
• A good skill in using CRM software is an added advantage
• Ability to work in a multi-shift environment  that spans across several customer success agents working 24 x 7 x 365
• Extremely smart with exceptional verbal, written and oral communication skills
• Problem-solving skills
• Incredibly ambitious with a desire to continue learning
• Strong time management and decision making abilities
• Ability to multitask, organize, and prioritize work
• Resourceful, independent, meticulous, strong analytical mind and eye for details
• Good team-playing  skills to relate with other departments and team members

What We Offer 

• Fully remote opportunities under a flexible work environment
• Competitive salary
• Paid time-offs
• Premium medical coverage
• Access to relevant online courses/learning programs
• A close-knit team with a great passion for working collaboratively