This Role

• The Customer Success Associate (CSA) will be the frontline of our customer support and success operations. You will work closely with customers and merchants to address their inquiries, offer solutions, and ensure their satisfaction. The CSA plays a vital role in building strong, long-lasting customer and Merchant relationships.

The role is based in Nairobi, Kenya and reports to the BPO Partner Manager.

Responsibilities

• First-level customer/Merchant Support that includes receipt and logging in of tickets received via Voice and WhatsApp
• Ensuring all inquiries are addressed in line with the laid down processes and procedures and resolved to the customers’ and merchants’ satisfaction
• In cases where the issues raised can not be resolved on First Contact basis, the CSA is responsible for effective and timely troubleshooting and escalation to the 2nd level support team with clear, detailed and concise summary of the issue to assist in resolving the matter efficiently
• Collaborate, coordinate and monitor the progress of escalated tickets ensuring resolution and maintaining an open customer and merchant feedback loop to ensure all issues are resolved promptly and effectively
• Become an expert in all aspects of Angaza’s platform functionality
• Onboarding: Guide new customers through the onboarding process, ensuring they are well-trained and educated to use our products, addressing any initial customer challenges and concerns promptly and cascading this feedback to the relevant teams to improve customer experience
• Continuous Learning: Use escalated cases and other collaboration opportunities provide opportunities for learning and professional development, allowing for improved ability to handle customer issues and identify areas of improvement
• Product Knowledge: Develop a deep understanding of our products and services to effectively assist and educate customers
• Relationship Building: Build strong, positive relationships with customers and serve as the voice of the customers within Angaza through proactive engagement to identify and resolve potential roadblocks to customer experience
• Feedback Collection: Gather and communicate customer feedback to internal teams to enhance products and service
• Documentation: Maintain accurate records of customer interactions, feedback, and resolutions
• Uphold individual performance against established internal KPIs that measure the effectiveness of prompt and accurate resolution of customer support requests
• Any other duties that may be assigned to your manager

Required Skills and Experience

• Proven experience in customer service, support, or related roles with demonstrated ability to effectively interact with and assist customers and merchants via various engagement channels
• Excellent and effective written and verbal communication skills in English and Swahili
• Customer-centric mindset with a  deep commitment and passion for delivering exceptional customer and merchant experiences
• Demonstrate a strong aptitude for learning and seeking understanding of customer and merchant needs
• Experience with Contact Center ticketing tools (e.g. Zendesk, Ameyo,  etc.) and CRMs a plus
• Demonstrate ability to take responsibility, maintain composure, positivity and remain supportive in high-pressure situations
• Able to flex working hours to align with assigned shifts
• Ability to employ diplomacy, patience and tact in customer interactions and respect customer confidentiality
• Strong teamwork skills: Ability to work collaboratively in a team set-up, capable of sharing insights, assisting colleagues and contributing to a positive team atmosphere
• Demonstrate a track record to take on responsibility and drive change proactively
• Enthusiasm for process improvement to refine customer experience with a  solution-oriented mindset
• BS/BA degree in an appropriate track for a technical support role preferred
• Experience in the B2C environment will be an added advantage
• We plan to fill this position quickly, with a start date as soon as possible