About the Role
Umba, Africa's premier neo-bank, is seeking a dedicated and dynamic Customer Success Associate on a temporary reliever basis to join our innovative team in Nigeria. We are on a mission to provide free, accessible, and comprehensive financial services to Africans, serving as a one-stop shop for all modern banking needs. If you are passionate about digital banking and customer satisfaction, this is the perfect opportunity to make an immediate impact in a fast-growing fintech environment.
Key Responsibilities- Respond promptly and professionally to customer inquiries via email, live chat, and social media platforms.
- Provide accurate and detailed information regarding Umba products, services, and financial policies.
- Assist customers in troubleshooting technical issues by collaborating closely with your Team Lead.
- Conduct regular check-ins to gather valuable customer feedback, address concerns, and identify service improvements.
- Resolve customer complaints efficiently and escalate complex issues through the appropriate internal channels.
- Collaborate with sales, marketing, and operations departments to elevate overall customer satisfaction.
- Onboard new customers seamlessly, offering guidance on product features and financial best practices.
- Stay updated on product knowledge, emerging fintech industry trends, and internal compliance policies.
- Contribute actively to ongoing team training and the continuous improvement of customer success procedures.
- Bachelor's degree in Business Administration, Marketing, or a related field of study.
- Proven customer service experience working within a fast-paced, high-volume environment.
- Exceptional verbal and written communication skills with a professional telephone and chat etiquette.
- Strong problem-solving abilities coupled with a proactive approach to addressing customer needs.
- Ability to multitask, manage time efficiently, and prioritize urgent tasks effectively.
- Familiarity with CRM software such as Odoo and live chat support tools is a distinct advantage.
- Genuine passion for delivering outstanding customer experiences and driving client retention.
- Competitive daily or monthly stipend commensurate with experience.
- Valuable fintech industry experience with one of Africa's leading digital banks.
- Dynamic, inclusive, and collaborative work environment with strong mentorship.
- Opportunity to develop advanced customer support and technical troubleshooting skills.