Community Support Associate at OjirehPrime Financial Services Limited

OjirehPrime is a digital bank that offers more transparent and customer focused banking services with access to loans, innovative savings product and free credit card delivered to your doorstep.

We started as an e-commerce company in Nov 2016 from a faulty samsung tab whose battery lasted only 30mins. One Year later we realised that only 4% of payments were made using the debit card for fear of falling victim to card frauds. 96% of payments were made via direct fund transfers. To address this - in 2018, we launched Ojirehprime card which is a prepaid card that is not connected to your bank account and within two years, we grew organically over 40,000 users.

We are recruiting to fill the position below:

Job Title: Community Support Associate

Location: Lagos
Employment Type: Full-time
Department: Community Support Associate

Description

• We are looking for a Community-oriented Support Associate (CSA). A CSA, will act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.
• The best CSAs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative.
• They love to talk and understand the value of good communication skills. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and these CSAs can gather that for you. Problem-solving also comes naturally to customer care specialists.
• They are confident at troubleshooting and investigate if they don’t have enough information to answer customer questions or resolve complaints.
• The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Responsibilities

• Manage large amounts of incoming phone calls, emails. Follow communication procedures, guidelines and policies Take the extra mile to engage customers
• Identify and assess customers’ needs to achieve satisfaction by building sustainable relationships and trust with customer accounts through open and interactive communication. Provide accurate, valid and complete information by using the right methods/tools Meet personal/customer service team sales targets and call handling quotas Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Keep records of customer interactions, process customer accounts and file documents Follow communication procedures, guidelines and policies Take the extra mile to engage customers
• Build sustainable relationships and trust with customer accounts through open and interactive communication Provide accurate, valid and complete information by using the right methods/tools Meet personal/customer service team sales targets and call handling quotas Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Keep records of customer interactions, process customer accounts and file documents Follow communication procedures, guidelines and policies Take the extra mile to engage customers
• Provide accurate, valid and complete information by using the right methods/tools Meet personal/customer service team sales targets and call handling quotas Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Keep records of customer interactions, process customer accounts and file documents Follow communication procedures, guidelines and policies Take the extra mile to engage customers
• Meet personal/customer service team sales targets and call handling quotas Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Keep records of customer interactions, process customer accounts and file documents Follow communication procedures, guidelines and policies Take the extra mile to engage customers
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Keep records of customer interactions, process customer accounts and file documents Follow communication procedures, guidelines and policies Take the extra mile to engage customers
• Keep records of customer interactions, process customer accounts and file documents Follow communication procedures, guidelines and policies Take the extra mile to engage customers
• Follow communication procedures, guidelines and policies Take the extra mile to engage customers
• Take the extra mile to engage customers.

Requirements

• Proven customer support experience or experience as a Client Service Representative
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively.

Application Closing Date
Not Specified.

Method of Application
Interested and qualified candidates should:
Click here to apply online