Graduate Customer Success Associate at Kudi - 4 Openings

At Kudi, we believe that people of all class should have access to financial services and seamlessly make transactions. We want to build a financial inclusive world with everyone, for everyone.

We are recruiting to fill the position of:

Job Title: Customer Success Associate

Locations: Edo, Delta, Nasarawa & Rivers

Background
Kudi aims to make financial services accessible and affordable for all Africans and is particular about retaining her place as a significant player in the African fintech space. We have a well-established track record in payments, and our services have always met with excellent customer satisfaction. We are empowering agents to tackle financial inclusion while creating entrepreneurial opportunities.

Job Description

• As the Customer Success Associate, you will be the first contact our agents and users make with Kudi. You will be responsible for ensuring that our agents/users have a seamless support experience over the phone, live chat and emails. This includes handling incoming issues and working with other teams to troubleshoot problems.
• You will also serve as a feedback channel to the company by relaying their concerns and problems to the relevant teams so that we can fix the gaps.

About the Position

• Provide seamless/personalized  customer experience to our customers 
• Engage and build customer loyalty by delivering above-and-beyond hospitality via email, phone and other digital communications and any other functions as may be assigned by the supervisor/team lead
• Interface with internal stakeholders to ensure an effective resolution process for customers/stakeholders
• Maintain updated knowledge of the organization's products, services, and customer service policies
• Communicate effectively with stakeholders to help resolve issues with Kudi support tools
• Document customer interactions when necessary, compiling documents and forwarding information to interested parties
• Explain simply and clearly in response to customer questions and check for customer understanding and acceptance
• Recommend new services/solutions or make suggestions for improvements by identifying relevant features and benefits
• Establish and maintain good rapport with customers by using positive language and anticipating their needs
• Learn our product to configure the platform to meet the needs of new users
• Provide platform training and onboarding for new and existing users
• Develop and maintain an ideal user/customer profile  and collect User feedback
• Interface with other internal teams in order to help agents resolve their issues
• Escalate issues that cannot be resolved on first call resolution(FCR) to the backend and follow up on a resolution.

About You
The ideal candidate for this role should have:

• Minimum of a Bachelor's degree from a recognised institution.
• Minimum of 1 year previous customer service experience is a plus 
• Strong command of written and verbal English
• Ability to speak an indigenous Nigerian language is an added advantage.
• Friendly and welcoming manner with clients and other members of the customer service team
• Action-Oriented and should be able to follow up on feedback to ensure positive outcomes.
• Familiarity with customer relationship management (CRM) software programs
• Ability to explain complex concepts in a clear, simple manner to customers
• Excellent organizational and multitasking skills
• Ability to maintain a calm and polite manner in stressful situations
• Willingness to cooperate with customers and management to resolve any issues that may arise
• Passion for delivering amazing customer experience
• Good time management skills and an ability to thrive in a fast-paced environment.

Application Closing Date
Not Specified.