Operations / Customer Success Officer

at  MKOBO MICROFINANCE BANK

MKOBO BANK is registered in Nigeria as MKOBO Microfinance Bank (No. RC1234231), 3rd floor, 13 Hughes Avenue, Alagomeji, Yaba, Lagos. Mkobo is currently pivoting to a full service digital bank/Neobank. Our goal is to help hard working Africans to improve their financial wellbeing by making it easy for them to earn, save, spend and invest their hard earned money.
We are recruiting to fill the position below:

QUALIFICATIONS

• Minimum of a Bachelor’s Degree from a recognised institution.
• 2 - 3 years of experience.
• Previous customer service experience is a plus
• Good command of written and verbal English
• 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 any (CRM) system
• Ability to understand and explain complex concepts in a clear, simple manner to customers
• Excellent organisational 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 ability to work under pressure.

THE ROLE

• As the Customer Success Associate, you are the first contact for our members/customers. You are saddled with the responsibility of ensuring that our Customer receive prompt and professional support experience anytime they contact Mkobo.
• This will include taking ownership of issues and liaising with other teams to troubleshoot and help resolve them.

RESPONSIBILITIES

• Provide seamless customer experience to our customers
• Engage and build customer loyalty by going the extra mile to ensure our Customers achieve their goals with our products.
• Respond to customers’ requests via email, phone and other digital channels
• Interface with internal stakeholders to ensure effective resolution process for customers/stakeholders
• Recommend new services/solutions and/or make suggestions for improvements by identifying relevant features and benefits
• Provide support and training to new Customers during the onboarding process
• Interface with other teams in order to help resolve Customer issues in a timely manner
• Maintain knowledge of all our products, services, and customer service policies
• Ensure all customer interactions are documented on the helpdesk management tool
• Explain simply and clearly in response to customer questions and ensure it understood by the Customer
• Escalate issues that cannot be resolved on first call resolution(FCR) to the backend and follow up on a resolution.