Customer Service Assistant

As Customer Service Assistant, you will be responsible for interacting with our customers to provide and process information in response to inquiries, concerns, and requests about our FinTech Unit within planned timelines, scope, and with high quality. You will also be responsible for resolving possible issues our customers may face while using our FinTech Unit. Ultimately, you will work with a team of smart professionals to give our customers a positively memorable experience.

Responsibilities

Resolve complaints, provide appropriate solutions, alternatives, and ensure resolution within a given timeframe.

Provide accurate, valid, and complete information by using the approved methods/tools.

Communicate complex issues to appropriate service owners or departments to determine and recommend appropriate courses of action.

Effectively manage calls (incoming and outgoing).

Identify and assess customer needs to ensure satisfaction.

Keep records of customer interactions, process customer accounts, and file documents.

Ensure all information management systems are constantly updated and accurate.

Keeping records of interactions with customers, processing accounts, and filing documents of customers.

Follow communication procedures, guidelines, and policies.

Record all inquiries and complaints of customers.

Capture and disseminate business and technical information.

Create and manage customer database.

Undertake Customer and Product Surveys.

Prepare and submit reports on a weekly basis.

Requirements

A minimum of a B.Sc. / HND / BA degree is a must.

Other higher/ relevant qualifications (s) will be an advantage.

A minimum of 1-year work experience in a similar role is a must.

Previous experience in the fintech industry will be a very strong advantage.

Call/contact center experience will be a strong advantage.

Excellent verbal and written communication skills.

Creativity and adaptability.

Computer Proficiency is a must, most especially in Office suite products (Word, Excel, Outlook & PowerPoint).

Ability to pay attention to details and excellent reporting skills.

Ability to work remotely with minimal supervision

Excellent interpersonal and relationship-building skills

Good customer service orientation

Solid organizational skills, multitasking, and time management.