Customer Experience Analyst at Flutterwave

Customer Experience Analyst

Location: Lekki, Lagos
Department: Customer Experience

The Role

• The Customer Experience Analyst at Flutterwave will be responsible for supporting the effective & efficient management of customers by providing first-level support and ensuring adequate resolution of customer issues received from across channels.
• The role will also support customer onboarding and customer retention initiatives.
• The ideal candidate must have relevant work experience, a great work ethic, and must enjoy interacting with customers and solving their issues.

Responsibilities
In this role you will:

• Act as the first point of contact for all internal and external customer queries and complaints received via channels such as email, social media, chat, phone calls, etc.
• Ensure all queries and complaints from existing and new customers are effectively and adequately resolved within set SLAs (service level agreements)
• Provide relevant and appropriate answers to questions and inquiries from customers about Flutterwave’s products and services
• Build trust, loyalty, and long last relationships with customers by understanding their pain points and resolving their issues no matter what
• Provide insights about customer feedback to internal stakeholders to allow for product and process improvements
• Maintain clear and open two-way communication with all internal Flutterwave teams to allow for great service for customers
• Ensure the contact center is always functioning. Document, report, and escalate any interruption in service to the appropriate channels
• Cross-sell other Flutterwave products and services to customers
• Send out customer feedback surveys, analyse results and share with CX and firm leadership.

Required competencies and skills to be a waver

• 2 – 3 years in a similar role within the Fintech or Banking Industry
• Excellent written and verbal communication
• Aptitude, ability and passion to solve customer queries
• Strong negotiation, influence, and persuasion skills
• Ability to deliver even in high-pressure, time-sensitive situations
• Experience with contact center tools
• Ability to work in teams to deliver on set goals
• Excellent interpersonal skills
• Ability to work with minimal supervision
• Integrity and honesty.

Other requirements:

• Must be willing to work on shifts (including nights, weekends & public holidays)
• Willingness to switch roles within the team per the needs of the business.

Application Deadline
Not Specified.

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