Our client is a key player in the fin-tech space. They provide payment solutions to customers and businesses across Africa.

They are seeking a Customer Support Analyst who will be responsible for delivering excellent customer service across multiple communication channels, resolving customer issues, and ensuring a positive customer experience.

Responsibilities

Managing incoming calls and customer service inquiries over the phone, email and on social media platforms.
Build sustainable relationships and trust with customer accounts through open, and interactive communication and assessing customers’ needs to achieve satisfaction
Provide accurate, valid and complete information by using the right methods/tools
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. These will be done through phone calls, emails and social media.
Keep records of customer interactions, process customer accounts and file documents
Follow communication procedures, guidelines and policies and Take the extra mile to engage customers
Answers questions from and provides information to customer on the companies services.
Resolves order complaints by investigating data and history; identifying alternate means for filling orders; notifying managers and customers.
Interact with customers via social media and phone calls and emails.

Requirements

2–3 years of proven experience in customer service/support within the banking sector.
Candidates must possess a Bachelor’s degree (B.Sc.)
Ability to remain professional, calm and courteous with customers always.
Understand how to engage customers and ask the right questions.
Excellent Verbal and written communication skills
Strong phone contact handling skills and active listening
Customer orientation and ability to adapt/respond to different types of characters
A fast learner with ability to multi-task, prioritize, and manage time effectively
Tech Savvy

Compétences requises

Multi-channel customer support (phone, email, social media)Phone contact handlingWritten communication and email correspondenceSocial media customer engagementActive listeningCustomer relationship building and trust developmentComplaint handling and resolutionData investigation and order resolutionCustomer records management / CRM data entryAdherence to communication procedures, guidelines and policiesTime management, prioritization and multitaskingTechnical literacy / Tech savvyNeeds assessment and asking probing questionsProfessionalism and emotional self-regulation (calm, courteous)

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