BitPesa is a pan-African platform redefining how businesses make payments to and from sub-Saharan Africa. Focused on using cutting-edge blockchain technology to increase efficiency across markets, BitPesa opens corridors for business payments and trade between Africa and the rest of the world.
We are recruiting to fill the position below:
Job Title: Customer Service Associate
Location: Lagos
Job Summary
As the Customer Service Associate, you will be at the forefront of servicing our clients. Your role will entail maintaining and strengthening new and existing client relationships by providing excellent customer service.
Customer Service is a critical point of contact for our customers who have questions, issues or feedback, so we’re looking for an empathetic young leader, with the relevant experience and skills, to help build the vision for excellent standards in client relationship management, and to help instill a customer-centric culture at BitPesa.
This is an exciting opportunity to help take Africa’s leading digital F/X company to the next level.
Responsibilities
Help promote a customer-centric approach at the Company by setting high standards for client support, relationship management and customer happiness
Effectively collaborate with key internal stakeholders - Sales, Finance/Trading, Customer Support, Compliance and Product
Support and improve the entire customer journey from onboarding to post-trade execution
Respond to client inquiries within defined SLAs
Handle any issues reported by clients and escalate, when necessary
Proactive outreach to clients to ensure there is client retention, and satisfaction
Assist in continuously deepening existing client relationships
Adhere to the SOPs and compliance standards set internally
Help identify and fix inefficiencies in current workflows and processes
Act as an effective liaison between BitPesa and its clients, given you are the daily point of contact for the clients
Display a high level of emotional intelligence and step into a leadership role when required
Activities
Pre-Sales Communication:
Respond to general inquiries and answer questions about products and services
Direct incoming inquiries to the relevant team
Contribute regional content to Help/FAQ Page with procedures and steps to products and services
Technical Support/Troubleshooting:
Respond to customer inquiries promptly by checking emails to attend support and trade messages and receiving calls on Customer Service line
Proactively monitor the system to ensure everything is working fine
Communicate and report to the Tech Team when the product/services are down
Communicate to Finance Team to set the correct rates, help close incomplete transactions or notify them of issues related to funding, float, rates, etc
Monitor transactions and communicate any issues to the relevant team
Raise queries with Finance team for any transactions that have been sent to wrong accounts
Voice of the Customer / Product Feedback:
Provide customer product feedback and product feature requests from region to Customer Service Manager
Analytics/Reconciliation:
Work with Finance team to reconcile old transactions
Requirements
Young professional who is ambitious and passionate
Ability to understand and help promote customer-centric vision at BitPesa
Excellent interpersonal, communication and listening skills
Creative problem solver and sound decision-maker with the ability to work independently with minimal guidance
Excellent organizational skills with the ability to prioritize and multitask, when required
Strong attention to detail
Love helping customers and able to maturely handle all customer temperaments
Advanced Microsoft Office and Google Suite Tools skills along with the willingness and ability to become familiar with Company-specific sales tools/software
Passionate about our mission to redefine how businesses make payments to, from and within Africa
Willingness and ability to work weekends, when necessary
University degree
Proficiency in French / Spanish will be an added advantage