Customer Support Specialist at Africhange Technologies Limited

Job Overview

• We are creating a 24/7 hours, proactive and more personalized customer service structure for our rapidly-increasing customer base. We are looking for a customer service specialist with excellent communication and relationship building skills to join our customer success team.
• If you are seeking to create an impeccable experience in customer service, with a fast-paced dynamic team, we are eager to speak with you.
• This is a full-time, remote position and members of the team must be available to work (40 hours per week) on a 24 hours shift rotation with varying 8-hour shifts from Mondays to Sundays. Including weekends and holidays.

Responsibilities

• Identify and assess individual customers’ needs in order to understand and proffer solutions
• Communicate with customers through several channels as assigned
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Seize opportunities to upsell product features when they arise
• Build sustainable relationships and engage customers by going the extra mile
• Understand the product/services that Africhange offers so you can guide customers in using our apps and/or website
• Provide accurate, valid, and complete information to users by leveraging internal processes, internal and public product knowledge base, external (3rd party) methods/tools.
• Utilize software, databases, communication strategies, and tools appropriately
• Meet personal/team qualitative and quantitative performance goals
• Stay up to date with technological advances and customer success tools to be used for customer service purposes
• Come up with ideas and strategies that enhance performance
• Perform other related duties and participate in special projects as assigned
• Complaints management and Resolution 
• User Retention 
• Relationship Building
• Great Response rate

 Specifications

• A good background or qualification in any Human Relations or Business administration field
• 4 years experience in customer service roles and an excellent knowledge of customer service tools 
• Ability to communicate (both in oral and written) fluently in English
• Previous work experience in a Fintech environment is beneficial
• Extremely smart with exceptional verbal, written and oral communication skills
• Problem-solving skills Incredibly ambitious with a desire to continue learning
• Strong time management and decision making abilities
• Ability to multitask, organize, and prioritize work
• Resourceful, independent, meticulous, strong analytical mind and eye for details
• Good team-playing  skills to relate with other departments and team members
• Demonstrates excellent communication etiquette and understands the basic rules of chat interactions
• Candidate must have previous experience with using CRM software and tools
• Candidates must be tech-savvy and familiar with basic PC utilities and fundamentals
• Familiarity with Google Workspace tools is beneficial
• Ability to work in a multi-shift environment  that spans across several customer success agents working 24 x 7 x 365.

What We Offer

• Fully remote opportunities under a flexible work environment
• Competitive salary
• Paid time-offs including paternity leave
• Access to relevant courses/learning programs
• A close-knit team with a great passion for working collaboratively
• Performance Incentives