MKOBO is a fully licensed Microfinance bank by the Central Bank of Nigeria (CBN) in Lagos, Nigeria. MKOBO was conceived to help solve consumers’ need for access to short-term emergency credit. Our goal is to provide access to short term unsecured loans, which is easily accessible. We cater to the demography currently undeserved by the Commercial banks in our aim to help increase financial inclusion of the Nigerian population. We are recruiting to fill the position below: Job Position: Operations / Customer Success Officer Job Location: Lagos, Nigeria
Employment Type: Full Time
Job function: Operations
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
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
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
Escalate issues that cannot be resolved on first call resolution(FCR) to the backend and follow up on a resolution.
Qualifications
Candidates should possess a minimum of a Bachelor's Degree from a recognised institution.
Must have 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
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
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
Passion for delivering amazing customer experience
Good time management skills and ability to work under pressure