Customer Success Associate

at  Carbon

About Carbon
Carbon is a fully digital Tier 1 Unit microfinance bank. Our mission is to provide accessible and affordable financial services to individuals and businesses across Nigeria. We leverage technology to meet the evolving needs of the Individual customer and SMEs, driving financial inclusion and economic growth. We offer a wide range of banking services, including savings, loans, and payment solutions, all designed to simplify banking for modern Nigerian customers.
At Carbon, we are:
Passionate: We love what we do and have an ownership mentality.
Resourceful: We make do with what we have. Not wasteful
Intelligent: We are forever learning to better ourselves, constantly experiencing & testing to understand the problem space better
Maverick: We try the unconventional, question widely held assumptions.
Executors: We get shit done. No excuses
Data-Driven: Rigorous in using data for decisions, experiments to test assumptions and hypothesis
About the role
As a Customer Success Agent, you will play a vital role in providing excellent customer service to our customers. You will be responsible for communicating with customers through various channels, such as phone, email, and chat, and resolving customer issues in a timely and efficient manner.

Responsibilities:

• Deliver prompt and effective customer service through various communication channels using our support tool [Zoho].
• 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.
• Document customer interactions and feedback accurately.
• Collaborate with other teams to escalate and resolve complex customer issues.
• Utilize data and metrics to improve processes and decision-making.

Requirements:

• Passion for providing exceptional customer service
• Strong communication skills, both written and verbal
• Ability to multitask and prioritize tasks effectively
• Excellent problem-solving skills
• Attention to detail and accuracy in documentation
• 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.

Recruitment process

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

Benefits

• A great and upbeat work environment populated by a multinational team.
• Potential to work in different geographies.
• Health Insurance.
• Life Insurance
• Career development & Growth.
• Offer a remote working option.

• Deliver prompt and effective customer service through various communication channels using our support tool [Zoho].
• 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.
• Document customer interactions and feedback accurately.
• Collaborate with other teams to escalate and resolve complex customer issues.
• Utilize data and metrics to improve processes and decision-making