Customer Service & Activations Officer at ImaliPay

ImaliPay is building the financial services infrastructure for Africa’s gig economy workers. We are passionate about building solutions that financially empower the lives of Africa’s 15 million gig workers. Currently based out of Lagos, Nairobi and Johannesburg, we are a mission-driven team with teammates from a diverse set of backgrounds and countries.

We are recruiting to fill the position below:

Job Title: Customer Service & Activations Officer

Location: Ibadan, Oyo

About the Role

• We are looking for an enthusiastic and dedicated Customer Service & Activations Officer based in Nigeria to enhance our customer experiences.
• You will be tracking all points of customer engagement, addressing customer queries, and identifying ways to improve our customer services.
• You would also be a team player.

Duties and Responsibilities

• Handle existing and prospective customers’ inquiries, requests and complaints via phone calls, emails, live chat and across all social media platforms.
• Contribute to revenue generation through renewal calls & emails, up-selling & cross-selling to new & old customers.
• Provide detailed information of company’s services to new & old customers for easy on-boarding & to assist in their decision-making process 
• Provide first contact resolution to customer complaints within stipulated time limit and escalate difficult issues to respective unit for prompt resolution 
• Build and nurture positive relationships and trust with customers through open interactive communication 
• Collate customer feedback on products and services through surveys, calls, and emails, and analyze information gotten to serve them better 
• Identify risks on long-term customer retention and employ strategies to remove hurdles to improve customers’ experience and achieve customer satisfaction
• Maintain up-to-date documentation of all client’s interactions 
• Maintain accurate and up-to-date knowledge of product and service changes
• Campaign idea generation and management 
• Deliver superior customer services, foster strong rapport, retention and satisfaction.
• Prepare comprehensive reports on customer needs, problems, interests, competitor activities, and make recommendations to supervisor

Requirements

• Degree in a relevant discipline.  
• 2 - 4 years of relevant work experience in customer support/tele sales
• Experience in startups or start up development activities is a plus.
• Experience in E-commerce and Fintech is a plus.

Skills & Knowledge:

• Exhibit in-depth knowledge of customer engagement channels and experience
• Adept in client relations and providing exceptional customer service 
• Excellent and engaging communication (oral and written) & interpersonal skills.
• Excellent Persuasive skills 
• Excellent time-management skills 
• Good listening skills 
• Excellent organization and multi-tasking skills
• Ability to build and maintain highly effective working relationships with a range of people (both internally and externally). 
• Enthusiastic, diplomatic and an overall passion for excellence.
• Analytical acumen, team player, paired with agile mindset and can-do attitude.
• Report writing
• Must reside in and be eligible to work in Nigeria without any visa assistance from the Company.

Application Closing Date
30th April, 2022.