Customer Success Officer at Mkobo Microfinance Bank Limited (Mkobobank) – Apply Now

Qualifications

• Minimum of a Bachelor’s degree from a recognised institution.
• 2 – 3 years of experience.
• Previous customer service experience is a plus
• Good command of written and verbal English
• Friendly and welcoming manner with clients and other members of the customer service team
• Action-Oriented and should be able to follow up on feedback to ensure positive outcomes.
• Familiarity with any (CRM) system
• Ability to understand and explain complex concepts in a clear, simple manner to customers
• Excellent organisational and multitasking skills
• Ability to maintain a calm and polite manner in stressful situations
• Willingness to cooperate with customers and management to resolve any issues that may arise
• Passion for delivering amazing customer experience
• Good time management skills and ability to work under pressure

THE ROLE

• As the Customer Success Associate, you are the first contact for our members/customers.
• You are saddled with the responsibility of ensuring that our Customer receive prompt and professional support experience anytime they contact Mkobo.
• This will include taking ownership of issues and liaising with other teams to troubleshoot and help resolve them.

RESPONSIBILITIES

• Provide seamless customer experience to our customers
• Engage and build customer loyalty by going the extra mile to ensure our Customers achieve their goals with our products.
• Respond to customers’ requests via email, phone and other digital channels
• Interface with internal stakeholders to ensure effective resolution process for customers/stakeholders
• Maintain knowledge of all our products, services, and customer service policies
• Ensure all customer interactions are documented on the helpdesk management tool
• Explain simply and clearly in response to customer questions and ensure it understood by the Customer
• Recommend new services/solutions and/or make suggestions for improvements by identifying relevant features and benefits
• Provide support and training to new Customers during the onboarding process
• Interface with other teams in order to help resolve Customer issues in a timely manner
• Escalate issues that cannot be resolved on first call resolution(FCR) to the backend and follow up on a resolution.