About Umba
Umba is an African neo bank that offers a combination of services that both traditional and digital banks offer. Making us a one stop shop for your financial needs. We want to provide free, easier, and accessible banking to Africans.
Job Summary:
- We are seeking a motivated and customer-centric individual to join our team as a Customer Success Associate, and to cover the current post-holder’s maternity leave for a period of 6 months.
- The successful candidate will play a vital role in supporting our customers, ensuring their needs are met, and driving satisfaction and retention.
Key Responsibilities:
- Respond promptly and professionally to customer inquiries via email, chat, or social media platforms.
- Provide accurate information about products, services, and policies to customers.
- Assist customers in troubleshooting technical issues with products or services through your team lead.
- Conduct regular check-ins with customers to gather feedback, address concerns, and identify opportunities for improvement.
- Resolve customer complaints and escalate complex issues to appropriate channels for resolution.
- Collaborate with other departments, such as sales, marketing, and operations, to address customer needs and improve overall customer satisfaction.
- Onboard new customers, providing training and guidance on product features and best practices.
- Stay up-to-date with product knowledge, industry trends, and company policies to provide accurate information to customers.
- Participate in training sessions and team meetings to enhance customer service skills and knowledge.
- Contribute to the continuous improvement of our customer success processes and procedures.
- You will report to the Team lead of Umba Customer Success
Qualifications:
- Bachelor’s degree in Business Administration, Marketing, or related field.
- Proven customer service experience in a fast-paced environment.
- Excellent communication skills, both verbal and written.
- Ability to multitask and prioritize tasks effectively.
- Strong problem-solving skills and a proactive approach to addressing customer needs.
- Ability to work collaboratively in a fast-paced, team-oriented environment.
- Familiarity with CRM software (e.g., Zoho CRM) and customer success tools is a plus.
- Passion for delivering exceptional customer experiences and driving customer satisfaction and retention.
- Experience with live chat support software and social media platforms.
Method of Application
Interested and qualified? Go to Umba on umba.applytojob.com to apply