Umba is an African digital bank, offering free bank accounts and financial services to our customers.

We provide an ecosystem of connected financial services that allows the customer complete control of their finances all in one App.

<a href="https://www.umba.com/">Umba</a>&nbsp;is an African digital bank, offering free bank accounts and financial services to our customers. We provide an ecosystem of connected financial services that allows the customer complete control of their finances all in one App

Our Customer Success Team advises and guides a wide variety of customers, ensuring they set up with correctly with Umba accounts.&nbsp;Working closely with Umba's Product&nbsp;and Data Science teams, you'll provide customer plans for 2nd, 3rd, 4th advances etc., while helping clients identify areas where they could improve their use of Wayflyer analytics. Part coach, project manager, consultant and product expert, our Umba&nbsp;Customer Success Managers are continually focused on helping our customers improve their personal financial goals and figuring out the best ways to use our services. Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption. Strong interpersonal skills and experience building strong internal and external relationships. Diplomacy, tact, and poise under pressure when working through customer issues. Experience in Google Ads and Facebook is bonus. Empathize with every aspect of the customer experience, putting customers’ needs first. Guide and coach customers with a dedicated customer success processes. Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty. Identify common customer challenges. Help drive customer references and case studies.

Umba is an Equal&nbsp;Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Customer Experience Manager

Carbon is a pan-African digital bank focused on serving Africans on the continent and in the diaspora. Carbon transformed retail finance with the launch of its digital app in Nigeria and is focused on democratizing opportunity beyond finance for consumers and small and medium enterprises. From our headquarters in Lagos, and offices in London, Nairobi and Ghana our expansion plans will position us in 6 more countries in the North and West of Africa in the next 2 years as we continue to focus on providing access to financial services to the “Next Billion” starting in Africa.

We are looking for a passionate and focused Customer Service Officer.

Your core responsibility will be to deliver world class customer support services that will set the company apart from the competition while delighting the customer at all times.&nbsp;As a smart, proactive, well spoken, fast typing and independent agent, you will help us deliver great service to existing and prospective customers.

1.&nbsp;&nbsp;&nbsp; Identifying existing and prospective customers’ needs via mail, phone or social media and providing answers quickly or escalating to relevant colleagues.

2.&nbsp;&nbsp;&nbsp; Follow up and resolving customers complaint and queries within the allotted time to meet response targets.

3.&nbsp;&nbsp;&nbsp; Collaborate with teams and other departments to ensure overall customer satisfaction

4.&nbsp;&nbsp;&nbsp; Helping customers complete loan applications, bill payments, setup cards, and loan repayments to name a few.

5.&nbsp;&nbsp;&nbsp; Converting all Carbon (Paylater) inquiries into Carbon (Paylater) customers; Payvest, Bill Payments, Loans, etc.

6.&nbsp;&nbsp;&nbsp; Working with marketing and growth teams to contact customers for surveys or to sell new products and services

7.&nbsp;&nbsp;&nbsp; Look for new, creative ways to increase customer’s usage, satisfaction, retention, and advocacy.

Fast learner having the ability to learn quickly and understand deeply. You will need to learn the Carbon (Paylater) product (Payvest, Bill Payments, Loans, Wallet etc) quickly and understand it inside-out to be enable you deliver world class services to the customer.

Proactively seeking out work for yourself and actively look to solve customer issues.

Independent, requiring little to no supervision, reporting efficiently and succinctly when required and providing leadership at all times to colleagues.

Emotionally intelligent, understanding the underlying issues being raised by the customers and being able to resolve quickly or escalate as needs be.

Tech Savvy, you will be very aware of Internet technologies including banking apps, mobile phone technologies, Android, Internet, Websites, email, online chat/messaging and other internet related products and services.

Multitasking handling several tasks and priorities, upselling &amp; cross selling. Also have the ability to speak with customers while typing notes simultaneously.

Fast typist and able to reach 40 words per minute and looking to improve. If you cannot type this fast, DO NOT APPLY!

Great sense of humor being able to laugh at yourself and put the customer at ease at all times.

Ambitious, wanting to succeed in meeting all customers’ needs and growing the customer service function at Carbon Finance to world standard.

Driven to constantly improve his or herself and the entire team by constantly learning and pushing colleagues to improve.

Polite and Patient -&nbsp; you will show empathy in dealing with customers’ regardless of their position.

Demonstrable communication and problem-solving skills

A least 1 year of collection or customer service experience will be an added advantage.

N50,000.00 (Fifty Thousand Naira Only) – If you are looking for more, do not apply. THIS IS AN ENTRY LEVEL POSITION.

You should be available to start immediately.

Customer Support jobs in Nigeria

Customer Support
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