Customer Success Associate (Hausa Speaking) at Nomba (Formerly Kudi)

Nomba is a fully licensed payment service provider in Nigeria that serves more than 300,000 businesses - from solo-preneurs to large organizations - with payment solutions to help them grow and thrive. Nomba provides point-of-sale terminals, management and banking tools and other tools that makes it easier for businesses to accept offline and online payments, manage sales and do business better.

Since launching in 2016 as “Kudi.ai”, a chatbot integration that responds to financial requests on social apps, Nomba has evolved over the years into a profitable, omnichannel payment service provider. The company supports more than 250 employees working together to power businesses with a wide range of payment solutions, as well as management and banking tools that enable better business processes and support business owners to be better at doing business. The company processes over $1 billion in monthly transactions, which represents a market leading gross transaction value (GTV) for a payment service provider in Africa.

We are recruiting to fill the position below:

Job Title: Customer Success Associate (Hausa Speaking)

Location: Lagos
Employment Type: Full-time

Job Description

• As the Customer Success Associate (Hausa speaking ), you will be the first contact our agents and users make with Kudi.
• You will be responsible for ensuring that our agents/users (especially from/in Northern Nigeria) 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

• Operate as the lead point for any and all matters specific to customer accounts.
• Provide seamless/personalized customer experience to our Hausa Speaking 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 Hausa speaking 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 (to Hausa speaking customers) is a plus.
• Strong command of written and verbal Hausa & English
• 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 an amazing customer experience.
• Good time management skills and an ability to thrive in a fast-paced environment.

Application Closing Date
5th December, 2023.