Customer Success Associate (Hausa Speaking) at Nomba (Formerly Kudi)

Job Expired

Customer Success Associate (Hausa Speaking)

Location: Lekki Phase I, Lagos

About the Position

  • As the Customer Success Associate (Hausa speaking ), you will be the first contact our agents and users make with Nomba.
  • 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

  • Operate as the lead point for any and all matters specific to customer accounts
  • Provide seamless/personalized ┬ácustomer 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 Nomba support tools
  • Document customer interactions when necessary, compiling documents and forwarding information to interested parties
  • 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 ┬áand 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.

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.
  • 2+ years of previous customer service experience (to Hausa speaking customers) is a plus
  • 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 amazing customer experience
  • Good time management skills and an ability to thrive in a fast-paced environment.

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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