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Customer Service Associate - Aza Finance HND / BA / BSc Job

2024-05-17 05:51   Customer service / Communication   Lagos   47 views
Job Details

Job Summary

As the Customer Service Associate, you will be at the forefront of servicing our clients.
Your role will entail maintaining and strengthening new and existing client relationships by providing excellent customer success.
Customer Success is a critical point of contact for our customers whhave questions, issues, or feedback, swe’re looking for an empathetic leader, with the relevant experience and skills, thelp build the vision for excellent standards in client relationship management, and thelp instill a customer-centric culture at AZA Finance.
This is an exciting opportunity thelp take Africa’s leading digital FX company tthe next level.

Responsibilities

Help promote a customer-centric approach at the Company by setting high standards for client support, relationship management and customer happiness
Effectively collaborate with key internal stakeholders - Sales, Finance/Trading, Customer Support, Compliance and Product
Support and improve the entire customer journey from onboarding tpost-trade execution
Respond tclient inquiries within defined SLAs
Handle any issues reported by clients and escalate when necessary
Proactive outreach tclients tensure there is client retention, and satisfaction
Assist in continuously deepening existing client relationships
Adhere tthe SOPs and compliance standards set internally
Help identify and fix inefficiencies in current workflows and processes
Act as an effective liaison between AZA Finance and its clients, given you are the daily point of contact for the clients
Display a high level of emotional intelligence and step inta leadership role when required

Activities
Pre-Sales Communication

Respond tgeneral inquiries and answer questions about products and services
Direct incoming inquiries tthe relevant team
Contribute regional content tHelp/FAQ Page with procedures and steps tproducts and services

Technical Support/Troubleshooting

Respond tcustomer inquiries promptly by checking emails tattend support and trade messages and receiving calls on Customer Service line
Proactively monitor the system tensure everything is working fine
Communicate and report tthe Tech Team when the product/services are down
Communicate tFinance Team tset the correct rates, help close incomplete transactions or notify them of issues related tfunding, float, rates, etc
Monitor transactions and communicate any issues tthe relevant team
Raise queries with Finance team for any transactions that have been sent twrong accounts
Voice of the Customer / Product Feedback
Provide customer product feedback and product feature requests from region tCustomer Service Manager

Analytics/Reconciliation

Work with Finance team treconcile old transactions

Requirements

Young professional whis ambitious and passionate
Ability tunderstand and help promote customer-centric vision
Excellent interpersonal, communication and listening skills
Creative problem solver and sound decision-maker with the ability twork independently with minimal guidance
Excellent organizational skills with the ability tprioritize and multitask, when required
Strong attention tdetail
Love helping customers and able tmaturely handle all customer temperaments
Advanced Microsoft Office and Google Suite Tools skills along with the willingness and ability tbecome familiar with Company-specific sales tools/software
Passionate about our mission tredefine how businesses make payments to, from and within Africa
Willingness and ability twork weekends, when necessary
University degree
Experience working with Salesforce.com
Sense of ownership and pride in your performance and its impact on company’s success
Critical thinker and problem-solving skills
Team player
Good time-management skills
Great interpersonal and communication skills

Company Description
About Aza Finance