Customer Success Associate at Carbon Digital Bank

Carbon is a digital bank that operates across Africa and aims to offer hassle-free financial services to its customers. The company is committed to providing flexible solutions that can be tailored to meet the needs of its clients no matter where they are located. Carbon takes pride in its efficiency, having disbursed over $100 million in loans and generating revenue of more than $30 million in the last two years, despite only raising $10 million in equity in 2015. The company operates in Ghana, Kenya, and Nigeria, with a team of skilled professionals working remotely from Lagos, Nairobi, London, Argentina, and Palo Alto.

Applications are invited from interested and qualified candidates to apply for Customer Success Associate at Carbon Digital Bank

Customer Success Associate

Location: Lagos
Employment: Type Full-Time
Department: Customer Success

Job Summary:

The Customer Success Agent is responsible for delivering excellent customer service to customers using various communication channels, such as phone, email, and chat. The role requires efficient and timely resolution of customer issues, collaborating with other teams to escalate and resolve complex issues, and utilizing data and metrics to improve processes and decision-making. The agent must also have excellent communication skills, both written and verbal, be able to multitask and prioritize tasks effectively, and possess problem-solving skills and attention to detail. No prior experience is required, but some background in customer service or related fields is a plus.

Responsibilities:

• Provide prompt and effective customer service through various communication channels.
• Document customer interactions and feedback accurately using Zoho.
• Collaborate with other teams to escalate and resolve complex customer issues.
• Utilize data and metrics to improve processes and decision-making.
• Listen actively to customers and ask relevant follow-up questions to understand their needs.
• Resolve customer issues in a timely and effective manner.
• Provide helpful solutions to customers to exceed their expectations.

Requirements:

• Passion for providing exceptional customer service.
• Strong communication skills, both written and verbal.
• Familiarity with using customer service software and tools is a plus.
• Ability to work in a fast-paced and dynamic environment.
• No prior experience is required, but some background in customer service or related fields is a plus.
• Ability to multitask and prioritize tasks effectively.
• Excellent problem-solving skills.
• Attention to detail and accuracy in documentation.

Benefits:

• A great and upbeat work environment with a multinational team.
• Potential to work in different geographies.
• Health Insurance.
• Life Insurance.
• Career development and growth.
• Option to work remotely.

 

Method of Application
Interested and qualified candidates should:
Click here to apply

Recruitment process

• Call with the People team
• Case Study (An Assessment)
• Interview