Merchant Success Analyst (Remote) at Korapay

Korapay is a payment infrastructure servicing a wide band of businesses making local and international payments. We are a marketplace for digital financial services across Africa. Our vision, which is at the core of what we do every day, is to create a world void of digital financial barriers across Africa. We are committed to delivering reliable, secure, and easy to use digital financial solutions to every single customer with a guarantee that it is improving their lives.

We are recruiting to fill the position below:

Job Title:  Merchant Success Analyst 

Location: Nigeria (Remote)
Job type: Full-time (9:00 am - 5:00 pm WAT)

Job Summary

• As a Merchant Success Analyst at Kora, you will be responsible for managing all aspects of our relationships with merchants and customers, being the first point of contact for issue resolution and enquiries and ultimately guiding them to having the best solution that adapts to their needs.

Responsibilities

• Providing top-quality support to our new and existing merchants while ushering them into new markets, products or operations, helping to ensure customer satisfaction and strengthen merchant relationships. 
• Build and maintain strong, long-lasting customer relationships, being the owner of the personalized relationship with customers. 
• Expand current relationships with customers, focusing on the development of new products and operations. 
• Analyze prospects’ business requirements and work closely with the relevant internal stakeholders to help customize specific products to meet their needs. 
• Understand customers’ needs and suggest upgrades or additional features to meet their requirements. 
• Provide the Product team with customers’ feedback to help identify potential new features or products.

Reporting Relationships & Stakeholder Engagement:

• Report to the Head, Merchant Success and work as part of the vibrant Merchant Success team to ensure utmost merchant satisfaction amidst the high volume.
• Working collaboratively with our Engineering, Product, Sales, Marketing and Compliance teams, to ensure each merchant is onboarded in a professional, and timely manner.

Requirements

• A minimum of 2 years experience in a similar role in a B2B environment, financial services or banking industry.
• Experience in dealing with customers to ensure high-quality interaction management and query handling.
• Passion for customer success and deep interest in understanding client needs.
• Great written and verbal communication skills - needed for communicating with a range of people, both internally and externally, and good presentation skills.
• Ability to achieve optimal conversation ratings and standard KPIs.
• Experience in delivering client-focused solutions based on customer needs.
• Excellent interpersonal and communication skills to build effective relationships with customers and work effectively with them.
• Exceptional organizational skills, with the ability to manage multiple activities and projects at the same time.
• Strong analytical and problem-solving skills.
• Passion for customer success and deep interest in understanding client needs.
• Finally, you promote a “customer first” environment at all times.

Working hours:

• Given that we are an all-remote company and hire almost anywhere in the world, we don’t have a location requirement for this role. However, your working hours must coincide with 9:00 am - 5:00 pm WAT for at least 40 hours/week. Please note that you may be called upon to work outside your normal working hours due to the sensitivity of the role.
•  If you need any accommodations to facilitate your participation in the recruitment process, please feel free to inform us. Any details you share will be used solely to ensure we can support and accommodate your needs appropriately

Benefits

• Health insurance
• Sponsored and tailored training
• Paid parental leave
• Paid time-off
• Flexible work style
• Annual performance bonus
• Low-interest loans
• Group Life Insurance
• Access to up to four therapy sessions monthly
• Day off on your birthday 
• Employee interest groups that provide supportive communities within Kora
• Great company culture and the opportunity to work with a highly collaborative team building something great!

Application Closing Date
Not Specified. 

How to Apply
Interested and qualified candidates should:
Click here to apply online

Note: We recognise imposter syndrome is real any candidate who does not perfectly fit every characteristic of this role is still strongly encouraged to apply.