Customer Success (Inbound Calls)

Who We Are

Moniepoint is Africa's all-in-one financial ecosystem, empowering businesses and their customers with seamless payment, banking, credit, and management tools. In 2023, we processed $182 billion, Nigeria’s largest merchant acquirer.

What We Do

At Moniepoint, we are a customer-focused community, dedicated to crafting solutions that redefine our industry. We have several products that provide essential business services such as credit, overdrafts etc. We leverage artificial intelligence and data to make our decisions but also have the technology and data-driven best practices used to support our businesses.

Curious about what makes Moniepoint an incredible place to work?

Check out posts on how we cultivate a culture of innovation, teamwork, and growth.

About The Role

Location: Lagos (Hybrid)

Job Purpose

As Customer Success (Inbound/Outbound Calls), you will provide assistance to Moniepoint customers via Inbound Calls. Some of the key responsibilities for this role include developing customer relationships, solving customer issues, and promoting products and services.

Responsibilities

• To assist customers with queries related to Moniepoint products via inbound calls.
• Take customer calls and provide accurate, satisfactory answers to their queries and concerns
• Guide callers through troubleshooting, navigating the company site or using the products or services
• Maintaining a positive, empathetic and professional attitude toward customers at all times.
• Acknowledging and resolving customer complaints.
• Respond timely both verbally and in writing to all customer inquiries.
• Communicating and coordinating with your manager as necessary.
• Familiar with Moniepoint products so that you can answer questions effectively.
• To manage all daily tasks and duties related to the process with strict compliance to guidelines.
• Collaborate with team members and other departments to resolve complex customer issues.
• Help in creating customer surveys, segmentation, and getting feedback to improve our processes, products, and customer experience.
  
  

Requirements

• HND/B.Sc. degree is required.
• Experience and knowledge of customer support requirements, particularly in the correspondent banking space.
• 1-3 years of call center experience, preferably in banking or a fast-paced fintech or digital banking environment.
• Excellent verbal communication skills and active listening abilities.
• Proven experience in customer service, telemarketing, a call center or a related field
• Compliance knowledge is an added advantage
• Attention to detail

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