Customer Success Associate (Hausa Speaking) is needed at Kudimoney

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Kudimoney’s job vacancy, Career and Recruitment

Job title : Customer Success Associate (Hausa Speaking) jobs in Lagos

Job Location : Lagos

Deadline : November 28, 2021

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Location: Lekki Phase 1, Lagos

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.

Responsibilities
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.

Requirements
About You:
The ideal candidate for this role should have:

  • Strong command of written and verbal Hausa & English
  • Minimum of a Bachelor’s Degree from a recognised institution.
  • Minimum of 1 year of previous customer service experience (to Hausa speaking customers) is a plus.
  • A 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.

*Customer Service jobs in Nigeria

*Customer Service jobs in Lagos

*Customer Success Associate (Hausa Speaking) in Lagos

How to Apply for this Offer

Interested and Qualified Candidates should Click here to Apply online

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