Customer Experience Associate at Sparkle Nigeria

Sparkle Nigeria is a bank and then more, licensed by the Central Bank of Nigeria (CBN), we are what most people would refer to as a digital bank. We offer financial, lifestyle and business support services to Nigerians across the globe.

We are recruiting to fill the position below:

Job Title: Customer Experience Associate

Location: Nigeria
Category: Customer Experience

About the Role

• As part of our fast-growing team, you will constantly innovate on how to bring the best service to our Sparklers.
• You will be on the front lines engaging with customers and helping them deal with issues they might come across while using our platform.
• Your role here extends beyond the inbox - we are looking for someone who is constantly thinking about how to get ahead of issues rather than just resolving them.
• Your day-to-day tasks will involve responding to customer queries and working alongside our product, engineering, marketing and business development teams to enhance the overall customer experience on our core technology.

Roles & Responsibilities

• Interacts with customers via our Freshworks CRM platform
• Engages with leads and customers to educate them Sparkle’s benefits and features
• Analyses support queries to spot patterns, helping build a knowledge base to increase efficiency
• Takes a consultative approach in helping customers overcome issues and achieve their goals
• Keeps records of interactions with customers in the CRM platform
• Manages and respond to online reviews on our Apple and Google Play Store
• Cross collaboration with internal teams such as marketing, technology, business development, UX to ensure that gaps in the customer experience are resolved in a timeline manner
• Escalates performance and customer red flags whenever the customer identifies challenges in a timely manner to ensure customer has a seamless experience
• Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered
• Track Customer Experience metrics such as NPS to gauge how the brand is performing on CX performance parameters
• Work closely with the Technology team to ensure a seamless user experience with the platform
• Prepare and submit customer experience reports on weekly basis.

About You

• A BA or B.Sc Degree
• Experience within a fast-paced startup is an added advantage
• Effective oral and written communication skills is a definite requirement.
• Creative thinking skills -ability to think through problems and collaborate with others in solving them.
• Energetic and a willingness to help customers think quickly and solve problems
• Tech savvy and the ability to pick up new tech systems quickly
• High emotional intelligence and great interpersonal skills

Perks of Working with Us

• Career advancement opportunities
• Flexible Working
• Sparkling Rewards and Recognitions
• Great team and startup spirit in an innovative culture
• Great work environment, relaxed, comfortable work areas and recharge areas.
• On the job training and personal development opportunities

Application Closing Date
Not Specified.