Customer Success Consultant - (English)

at  Mama Money

WHO WE ARE:

Mama Money is a growth stage fintech startup working to help migrant workers in South Africa send money home. Since 2015 we have been providing reliable remittances, at a socially fair price, to those that need it most.
Mama HQ is in beautiful Cape Town, South Africa. We are 131 people strong (and counting) from 19 countries across Africa, Asia, the UK, and Europe. Our culture is built around the well-being of our team members and making a difference in our communities. “Just be lekker!” personifies our approach to work: we trust the wisdom of our talented and diverse team to do what is best for our customers and get the job done responsibly, without pedantic policies.
We’ve been around since 2015 and have earned a few accolades along the way, made some new friends, and expanded our reach. We’ve had some great times and some tough times, but we continue to focus on helping people rather than maximizing profit.
As a Customer Success Consultant, you will manage customer service communication across all contact channels and ensure the feedback loop is closed at all times. Your focus will be on assisting all English speaking customers.

WHY MAMA:

At Mama Money, the customers & communities we serve are at the heart of all that we do.
We bring our authentic selves to work where we are free to express our diverse identities while staying true to what we believe in and how we feel. Part of that means being able to have difficult conversations when necessary but always remembering to do so with trust, respect, and a positive mindset. Being open to receiving feedback and understanding how this helps us evolve and grow is essential to succeeding in our environment.
We are responsible for ourselves, our behaviour, our delivery, and our output. Although we always aim to move things forward and get $hit done, we start small - taking it step by step and always looking for ways in which we can improve. We know from experience that when we work together towards a common goal, we can achieve anything.
Mama Money is a special place because we care. We care about our customers, we care about the people who work for us and we care about the impact our work has on the world. There are things that we don’t care about too. Things like bureaucracy, discrimination, ego, titles, and silos. We’re a friendly bunch who don’t take ourselves too seriously but we do take our work, and our customers’ hard-earned money, very seriously.

• Be a single point of contact for customer queries
• Utilise the customer service tools provided for accurate responses and exceptional customer experience
• Meet or exceed quality and productivity goals assigned by management
• Demonstrate clear and polite written and oral communication at all times
• Maintain a positive and professional demeanor and portray the company in a positive light
• Demonstrate an appropriate sense of urgency for given tasks and service levels
• Follow company policies and processes in order to process customer requests appropriately
• Demonstrates knowledge and use of departmental resources, policies and procedures
• Escalate customer issues to other departments appropriately and correctly
• Proactively communicate people, product, process issues, and customer feedback trends to management
• Suggest innovative solutions to people, product, and process issues to reduce customer and employee impact
• Consistently exceed customer expectations by going above and beyond
• Take initiative in solving customer complaints
• Has the ability to understand the real customer need and solve for that need
• Supportive of colleagues and other departments
• Report suspicious customer behaviour activity
• Maintain a positive relationship with external card stakeholders
• Create, monitor and close all support tickets to resolve queries
• All other general administrative duties as assigned