Nigeria Job Openings

Africhange Technologies Limited

Customer Support Specialist

Lagos

FULL TIME

September 12, 2024

Africhange (AF) is a remittance company that leverages blockchain technology and P2P exchange to offer a seamless way for users in Canada to send money to Nigeria. Our platform and process are crypto and P2P powered, and our aim is to transform the way people send money to Africa and though currently only serving users in Canada and Nigeria, we are determined to extend operations to all African countries.

Whether you would like to pay for a property, send funds to friends and family or pay employees, you'll need to safely send funds without stress and ridiculous charges. Africhange is the solution to your problem. We are a safe, secure, and convenient way to send money from Canada to Nigeria; and because we rely on blockchain technology and cryptocurrency, you can be sure that we will always offer you the best way to send money home at the best rates.
We are recruiting to fill the position below:
Job Position: Customer Support Specialist
Job Location: Lagos (Remote)
Employment Type: Permanent (Full-time)
Department: Customer Success
Job Overview

We are creating a 24/7 hours, proactive and more personalized customer service structure for our rapidly-increasing customer base. We are looking for a customer service specialist with excellent communication and relationship building skills to join our customer success team.
If you are seeking to create an impeccable experience in customer service, with a fast-paced dynamic team, we are eager to speak with you.
This is a full-time, remote position and members of the team must be available to work (40 hours per week) on a 24 hours shift rotation with varying 8-hour shifts from Mondays to Sundays. Including weekends and holidays.

Responsibilities

Identify and assess individual customers’ needs in order to understand and proffer solutions
Communicate with customers through several channels as assigned
Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
Utilize software, databases, communication strategies, and tools appropriately
Meet personal/team qualitative and quantitative performance goals
Stay up to date with technological advances and customer success tools to be used for customer service purposes
Come up with ideas and strategies that enhance performance
Seize opportunities to upsell product features when they arise
Build sustainable relationships and engage customers by going the extra mile
Understand the product/services that Africhange offers so you can guide customers in using our apps and/or website
Provide accurate, valid, and complete information to users by leveraging internal processes, internal and public product knowledge base, external (3rd party) methods/tools.
Perform other related duties and participate in special projects as assigned
Complaints management and Resolution
User Retention
Relationship Building
Great Response rate

Specifications

A good background or qualification in any Human Relations or Business administration field
4 years of experience in customer service roles and an excellent knowledge of customer service tools
Ability to communicate (both in oral and written) fluently in English
Previous work experience in a Fintech environment is beneficial
Extremely smart with exceptional verbal, written and oral communication skills
Problem-solving skills Incredibly ambitious with a desire to continue learning
Strong time management and decision making abilities
Ability to multitask, organize, and prioritize work
Resourceful, independent, meticulous, strong analytical mind and eye for details
Good team-playing skills to relate with other departments and team members
Demonstrates excellent communication etiquette and understands the basic rules of chat interactions
Candidate must have previous experience with using CRM software and tools
Candidates must be tech-savvy and familiar with basic PC utilities and fundamentals
Familiarity with Google Workspace tools is beneficial
Ability to work in a multi-shift environment that spans across several customer success agents working 24 x 7 x 365.

What We Offer

Fully remote opportunities under a flexible work environment
Competitive salary
Paid time-offs including paternity leave
Access to relevant courses/learning programs
A close-knit team with a great passion for working collaboratively
Performance Incentives

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