Customer Experience Analyst at Flutterwave

Job Expired

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.

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

More Information

  • This job has expired!
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