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About the role
- Customer Support Specialist managing customer inquiries and providing technical support for FairMoney. Collaborating with teams to ensure customer satisfaction in a fintech environment in Zambia.
Responsibilities
- Improve customer relationship management by taking the burden of service management from frontline customer support teams.
- Resolve sophisticated problems for customers quickly and with the highest quality over the phone/email in a heavy volume environment.
- Provide first-tier technical support services to FairMoney’s customers.
- Escalate issues appropriately and drive them to resolution.
- Work closely with team leads, supervisors, and managers to ensure synergy and all-time customer satisfaction.
- Contribute to team effort by accomplishing related results as needed.
- Contribute and share ideas to decrease the workload and improve the quality & speed of FairMoney customer support
- Learn and master multiple systems (knowledge base, internal tools, contact management system)
Requirements
- A minimum of 2-3 years of experience (experience working in all customer service environments is an added advantage) in fintech, or any financial services sector.
- A key player in building a support team in a challenging growth environment.
- A positive and hard-working attitude.
- Understand what outstanding customer support looks like and be ready to go the extra mile.
- Open to all modes of support (email, phone support).
- Willing to work full-time, including weekends and evenings (working on a rotational basis).
- Strong eye for detail which includes identifying customer problems swiftly and accurately while solving queries as this can impact company relations.
- Knowledge of relevant CS software.
- Good understanding of English and must be able to read, speak and write in English Ability to multitask, prioritize and manage time effectively.
- Accurate comprehension, interpretation, and timely response to emails and calls is an added advantage.
- Basic proficiency in the use of Microsoft Excel/ spreadsheets and MS Word.
Benefits
- Private Health Insurance.
- Pension Plan.
- Training & Development.
- Performance Bonus.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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