Customer Support Specialist

Job Overview


We are creating a 24/7 hours, proactive and more personalized customer service structure for our rapidly-increasing customer base. We are looking for a customer service specialist with excellent communication and relationship building skills to join our customer success team. If you are seeking to create an impeccable experience in customer service, with a fast-paced dynamic team, we are eager to speak with you.
This is a full-time, remote position and members of the team must be available to work (40 hours per week) on a 24 hours shift rotation with varying 8-hour shifts from Mondays to Sundays. Including weekends and holidays.


Responsibilities


Identify and assess individual customers’ needs in order to understand and proffer solutions
Communicate with customers through several channels as assigned
Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
Seize opportunities to upsell product features when they arise
Build sustainable relationships and engage customers by going the extra mile
Understand the product/services that Africhange offers so you can guide customers in using our apps and/or website
Provide accurate, valid, and complete information to users by leveraging internal processes, internal and public product knowledge base, external (3rd party) methods/tools.
Utilize software, databases, communication strategies, and tools appropriately
Meet personal/team qualitative and quantitative performance goals
Stay up to date with technological advances and customer success tools to be used for customer service purposes
Come up with ideas and strategies that enhance performance
Perform other related duties and participate in special projects as assigned
Complaints management and Resolution 
User Retention 
Relationship Building
Great Response rate


Specifications


A good background or qualification in any Human Relations or Business administration field
4 years experience in customer service roles and an excellent knowledge of customer service tools 
Ability to communicate (both in oral and written) fluently in English
Previous work experience in a Fintech environment is beneficial
Extremely smart with exceptional verbal, written and oral communication skills
Problem-solving skills Incredibly ambitious with a desire to continue learning
Strong time management and decision making abilities
Ability to multitask, organize, and prioritize work
Resourceful, independent, meticulous, strong analytical mind and eye for details
Good team-playing  skills to relate with other departments and team members






Demonstrates excellent communication etiquette and understands the basic rules of chat interactions
Candidate must have previous experience with using CRM software and tools
Candidates must be tech-savvy and familiar with basic PC utilities and fundamentals
Familiarity with Google Workspace tools is beneficial
Ability to work in a multi-shift environment  that spans across several customer success agents working 24 x 7 x 365.


What we offer


Fully remote opportunities under a flexible work environment
Competitive salary
Paid time-offs including paternity leave
Access to relevant courses/learning programs
A close-knit team with a great passion for working collaboratively
Performance Incentives