Our client is a key player in the fin-tech space. They provide payment solutions to customers and businesses across Africa.
They are seeking a Customer Support Analyst who will be responsible for delivering excellent customer service across multiple communication channels, resolving customer issues, and ensuring a positive customer experience.
Responsibilities
- Managing incoming calls and customer service inquiries over the phone, email and on social media platforms.
- Build sustainable relationships and trust with customer accounts through open, and interactive communication and assessing customers’ needs to achieve satisfaction
- Provide accurate, valid and complete information by using the right methods/tools
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. These will be done through phone calls, emails and social media.
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies and Take the extra mile to engage customers
- Answers questions from and provides information to customer on the companies services.
- Resolves order complaints by investigating data and history; identifying alternate means for filling orders; notifying managers and customers.
- Interact with customers via social media and phone calls and emails.
Requirements
- 2–3 years of proven experience in customer service/support within the banking sector.
- Candidates must possess a Bachelor’s degree (B.Sc.)
- Ability to remain professional, calm and courteous with customers always.
- Understand how to engage customers and ask the right questions.
- Excellent Verbal and written communication skills
- Strong phone contact handling skills and active listening
- Customer orientation and ability to adapt/respond to different types of characters
- A fast learner with ability to multi-task, prioritize, and manage time effectively
- Tech Savvy