Customer Success Associate- Temporary Reliever

Job Overview: Our mission is to make banking free across Africa, empowering our customers to control their financial lives by ensuring financial services are affordable, efficient, and widely available. We are pursuing a once-in-a-generation opportunity to revolutionize financial services in Africa-lowering the cost and increasing the reach of banking while serving the next billion mobile consumers that are coming online. We are passionately customer-centric, delivering mobile banking with an exceptional user experience. We leverage advanced machine learning to allow us to create intelligent, affordable financial products for emerging markets where credit is not widely available. Umba launched in the Nigerian market in 21 and has expanded into Kenya recently. We offer a broad range of digital banking products to our customers through Android and iOS apps and have a culture of exceeding customer expectations which has generated explosive growth. We are looking for exceptional talent and people who share our vision, drive, and sense of mission. Come join us to build the biggest and most loved neo-bank in Africa. We are seeking a motivated and customer-centric individual to join our team as a Customer Success Associate. 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., Odoo) 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.

If you are a motivated and customer-centric individual with an interest in supporting our customers, ensuring their needs are met, driving satisfaction and retention, We encourage you to apply for this exciting opportunity to join our team as a Customer success associate. Umba is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.