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Customer Success Associate Job Vacancy

Full Time

Klasha

About

Klasha is a technology company that builds cross-border commerce solutions for African consumers and international businesses wanting to sell into Africa. Our mission is to make consumer goods and services online more accessible to customers across Africa. We’ve built the KlashaCheckout which allows African consumers to transact online cross-border in local African currencies alongside an entire toolkit of software products including; KlashaWire, KlashaCargo, Payment Links and the Klasha App.

Our vision is for African consumers to have the same frictionless online access to the goods they want, regardless of their geographic location by transacting using African currencies and money methods.

Klasha is currently live in Nigeria, Tanzania, Uganda, South Africa, Kenya and Zambia. Klasha is backed by leading venture investors including; Greycroft (investors in Braintree and Venmo), Seedcamp (investors in Revolut), Techstars (investors in Remitly) and Plug and Play (investors in Paypal, Honey and Dropbox).

About the role

We are looking for a Customer success associate to join our customer success team. The ideal candidate will be responsible for client relationship management and customer satisfaction. He/she should be highly innovative, customer centric, has a can-do attitude, and be result-oriented.

What you will be doing

  • Provide seamless/personalized customer experience to our customers
  •  Engage and build customer loyalty by delivering above-and-beyond support via chat, email, phone call and other digital communications
  •  Maintain an updated knowledge of the company’s products, services, and customer service policies
  •  Communicating effectively with customers to help resolve issues with Klasha support tools
  •  Escalate issues that cannot be resolved on first contact resolution(FCR) to the backend and follow up on a resolution
  • Recommend new services/solutions or make suggestions for improvements by identifying relevant features and benefits
  •  Establish and maintain good rapport with customers by using positive language and anticipating their needs
  • Liaise with the different teams in the company to Identify and implement strategic opportunities to improve customer experience and prevent churn
  • Take initiative, be detailed and follow up to ensure that all customer issues are resolved and closed in a timely manner

Qualifications

  • Have 2+ years of work experience in a similar role
  •  Have a Bachelor’s degree or equivalent in Mass Communication or a related field
  •  Are an excellent writer and speaker of English, able to explain complex concepts in a clear, simple manner to customers
  • Are proficient with the CRM software – Zendesk
  •  Have an endless capacity for patience and calm, even when everyone around you is freaking out
  •  Are a strong problem solver
  •  Have a minimum of a Bachelor’s Degree from a recognised institution
  •  Are action-oriented and able to follow up on feedback to ensure positive outcomes
  •  Have excellent organizational and multitasking skills
  •  Have the passion for delivering an amazing customer experience
  •  Posses good time management skills and an ability to thrive in a fast-paced environment

Key Competencies

  • Emotional intelligence
  • Data Integration
  • Communication
  • Problem solving
  •  Time management

Benefits

Our people are the heart of the business, so we prioritize welfare and offer a wide range of competitive benefits including but not limited to:

  • All the latest technology you need to do your role including a laptop and accessories
  •  Private health insurance
  •  Free lunch in the office
  •  Budget for French language classes
  •  One-time home office set-up allowance
  • Hybrid; remote + office hours and flexible working conditions
  •  Access to Klasha Sessions development training courses
  • Diesel and fuel allowance for remote working
  •  Work-from-anywhere weeks: Work from anywhere for three weeks in a year
  •  Paid birthday day off
  •  Team building events
  •  Bank holidays swap
  •  Calm membership
  •  Access to mental health wellness services
  •  Paid parental leave

 

To apply for this job please visit klasha.bamboohr.com.