Background:

Numida is seeking a Customer Care Specialist who will be responsible for Numida’s first impression with people who are still contemplating Numida’s services. The ideal candidate is someone who is confident and quickly answers inbound customer care requests in order to assist more interested eligible small businesses to successfully become Numida clients.

Responsibilities:

• Review and respond to all incoming customer care requests through our various channels – in app chat, WhatsApp, toll-free phone line and Facebook messenger.
• Resolve core issues of customers and ensure high satisfaction after every interaction.
• Effectively support both prospective and existing Numida clients with any technical challenges using our app.
• Escalate customer care requests to the respective department on Slack, or other relevant internal communications channel.
• Communicate feedback to management about any issues that arise and any potential opportunities for improving Numida’s products and services based on feedback received through our customer care channels.
• Collaborate with the Product and Credit teams and participate in various experiments that aim to improve the quality and efficiency of our service.
• Assist with other tasks as required by management.

Personal Attributes:

• A believer in small business growth in sub-Saharan Africa.
• A great communicator who speaks and writes in a clear, thorough and timely manner using a professional standard of English
• An organized and detail-oriented doer, who enjoys working through checklists and conducting evaluations (as long as you have a clear correction key)
• A self-driven, results-oriented high achiever ready to work hard and smart to meet and exceed targets
• A team player with the humility to ask for help when needed and relies on feedback to rapidly iterate on your work

• Review and respond to all incoming customer care requests through our various channels – in app chat, WhatsApp, toll-free phone line and Facebook messenger.
• Resolve core issues of customers and ensure high satisfaction after every interaction.
• Effectively support both prospective and existing Numida clients with any technical challenges using our app.
• Escalate customer care requests to the respective department on Slack, or other relevant internal communications channel.
• Communicate feedback to management about any issues that arise and any potential opportunities for improving Numida’s products and services based on feedback received through our customer care channels.
• Collaborate with the Product and Credit teams and participate in various experiments that aim to improve the quality and efficiency of our service.
• Assist with other tasks as required by management.

• University Degree in any field
• 2+ years of work experience in either a Customer Care function or in a Credit Institution. Experience working in a Call Center is a strong asset.
• Knowledge about and practical experience with the pillars of great customer care
• Strong interpersonal and communication skills
• Experience working with computers. Relatively high typing speeds are an asset
• Good critical-thinking and problem solving skills