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    Customer Success Associate at - Nairobi, Kenya - Umba

    Umba
    Umba Nairobi, Kenya

    1 week ago

    Default job background
    Full time
    Description

    Umba combines advanced tools and techniques to optimize risk exposures in emerging markets that are currently underserved by traditional banking services.


    Job Summary:
    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.


    Duties and Responsibilities:

    Customer Interaction:
    Respond promptly and professionally to customer inquiries via email, chat, or social media platforms.
    Provide accurate information about products, services, and policies to customers, ensuring clarity and understanding.


    Technical Support:

    Assist customers in troubleshooting technical issues with products or services, coordinating with the appropriate channels for resolution through your team lead.


    Feedback and Improvement:
    Conduct regular check-ins with customers to gather feedback, address concerns, and identify opportunities for improvement.
    Resolve customer complaints efficiently and escalate complex issues to the appropriate channels for resolution.


    Cross-functional Collaboration:

    Collaborate with other departments, such as sales, marketing, and operations, to address customer needs and improve overall customer satisfaction.


    Onboarding and Training:

    Onboard new customers, providing training and guidance on product features and best practices to ensure a smooth transition and comprehensive understanding.


    Knowledge Management:
    Stay up-to-date with product knowledge, industry trends, and company policies to provide accurate information and support to customers.


    Professional Development:
    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.


    Financial Coordination:
    Liaise with our service providers to facilitate wallet top-up and ensure timely processing of transactions.

    Post daily payment information from the bank to the core banking system, maintaining accurate records of all financial transactions.

    Loan Repayment and Account Maintenance

    Record daily loan repayments from the bank, ensuring accuracy and completeness of loan records.

    Maintain accurate balances for accounts held in the bank, mobile wallets and other bank accounts, reconciling discrepancies as needed.


    Payment Processing:
    Initiate various payments on the bank, including vendor payments and loan disbursements, following established procedures and protocols.


    Fund Management:

    Add funds to the mobile wallet or accounts as required for seamless transactions and disbursements, monitoring account balances and replenishing funds as needed.


    Account Administration:

    Open Fixed deposit accounts on the core banking system, maintaining detailed records and sharing fixed deposit certificates with customers as necessary.


    External Coordination:

    Coordinate with external suppliers to set up new accounts and address any issues related to float top-ups, ensuring smooth operations and compliance with regulations.


    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 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.
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