Customer Success Associate at Carbon Nigeria

Carbon is a pan-African digital bank with a mission to provide friction-free finance to its customers. Carbon promises to play a fundamental role in its customers’ lives wherever they are, with flexible solutions. We pride ourselves on our efficiency and with just $10mm of equity raised in 2015, we have disbursed over $100m in loans and earned more than $30mm in revenue over the last 2 years. Carbon has operations in Ghana, Kenya, and Nigeria, supported by a talented team spread between Lagos, Nairobi, London, Argentina, and Palo Alto so we operate with a remote-first mindset. 

We are recruiting to fill the position below:

Job Title: Customer Success Associate

Location: Lagos
Employment Type: Full Time
Department: Customer Success

About the Role

• As a Customer Success Agent, you will play a vital role in providing excellent customer service to our customers.
• You will be responsible for communicating with customers through various channels, such as phone, email, and chat, and resolving customer issues in a timely and efficient manner.

Responsibilities

• Deliver prompt and effective customer service through various communication channels using our support tool [Zoho].
• Listen actively to customers and ask relevant follow-up questions to understand their needs.
• Resolve customer issues in a timely and effective manner.
• Provide helpful solutions to customers to exceed their expectations.
• Document customer interactions and feedback accurately.
• Collaborate with other teams to escalate and resolve complex customer issues.
• Utilize data and metrics to improve processes and decision-making.

Requirements

• Passion for providing exceptional customer service
• Strong communication skills, both written and verbal
• Ability to multitask and prioritize tasks effectively
• Excellent problem-solving skills
• Attention to detail and accuracy in documentation
• Familiarity with using customer service software and tools is a plus
• Ability to work in a fast-paced and dynamic environment
• No prior experience is required, but some background in customer service or related fields is a plus.

Recruitment process:

• Call with People team
• Case Study (Assessment)
• Interview.

Benefits

• A great and upbeat work environment populated by a multinational team.
• Potential to work in different geographies.
• Health Insurance.
• Life Insurance
• Career development & Growth.
• Offer a remote working option.

Application Closing Date
Not Specified.