Customer Success Officer at SavingsBox NG

SavingsBox NG is an innovative and e-commerce (FINCOM) fintech platform set to revolutionize the financial landscape in Nigeria. Serving as a comprehensive solution. At Savings Box, we offer automated savings, diverse loan options, and investment opportunities to empower users in securing their financial future and realizing their aspirations. We are embarking on a journey to redefine wealth creation and piloting financial products that meet societal needs.

We are recruiting to fill the position below:

Job Title: Customer Success Officer

Location: Abuja (FCT)
Employment Type: Full-time

Job Description

• As a Customer Success Officer, you will serve as the first point of contact for our valued customers.
• You will play a crucial role in providing exceptional customer support, resolving inquiries, and ensuring a positive customer experience.
• This position requires strong communication skills and a dedication to customer satisfaction.

Job Responsibilities

• Respond promptly to customer inquiries via phone, email, chat, or in-person.
• Provide accurate and comprehensive information about our products, services, and policies.
• Ensure a friendly, empathetic, and professional tone in all interactions.
• Listen to customer concerns and issues, striving for first-call resolution.
• Investigate and resolve customer complaints or discrepancies.
• Escalate complex issues to appropriate teams when necessary.
• Assist customers with placing orders, tracking shipments, and managing returns or exchanges.
• Maintain up-to-date knowledge of our products and services to address customer inquiries effectively.
• Share product recommendations and information to enhance the customer experience.
• Accurately document customer interactions and issue resolutions in the CRM system.
• Generate reports and maintain customer records.
• Gather customer feedback and insights to help improve our products and services.
• Collaborate with the team to identify areas for process improvement.
• Educate customers on using our products, troubleshooting common issues, and self-service options.

Job Requirements

• Bachelor's Degree preferred in any course.
• Previous experience in a customer service or similar role is an added advantage.
• Familiarity with customer service software and CRM systems is a plus.
• Exceptional written and verbal communication skills.
• Active listening and empathy to understand and address customer needs.
• Strong problem-solving skills and the ability to think critically.
• Capacity to handle challenging customer situations with patience and professionalism.
• Ability to work collaboratively with team members and other departments to resolve customer issues.
• Flexibility to adapt to changing customer needs and priorities.
• Proficiency in using customer service software, email, and other communication tools.
• Basic computer skills and the ability to navigate multiple systems simultaneously.

Application Closing Date
13th February, 2024.