Customer Experience Analyst

Responsibilities:

• Act as the first point of contact for all internal and external customer queries and complaints received via channels such as email, social media, chat, phone calls, etc. 
• Ensure all queries and complaints from existing and new customers are effectively and adequately resolved within set SLAs (service level agreements)
• Provide relevant and appropriate answers to questions and inquiries from customers about the company's products and services
• Build trust, loyalty, and long last relationships with customers by understanding their pain points and resolving their issues no matter what
• Provide insights about customer feedback to internal stakeholders to allow for product and process improvements
• Maintain clear and open two-way communication with all internal teams to allow for great service for customers 
• Ensure the contact center is always functioning, document, report, and escalate any interruption in service to the appropriate channels
• Cross-sell other products and services to customers
• Send out customer feedback surveys, analyze results, and share with CX and firm leadership
• Any other duty assigned by the CX Leadership.

Requirements:

• Minimum academic qualification of B.A/BSc in any discipline- Minimum of Second Class Upper
• 2 - 3 years of experience in a similar role within the Fintech or Banking Industry
• Excellent written and verbal communication
• Aptitude, ability, and passion to solve customer queries
• Strong negotiation, influence, and persuasion skills
• Ability to deliver even in high-pressure, time-sensitive situations 
• Experience with contact center tools 
• Ability to work in teams to deliver on set goals
• Result-oriented – always focused on completing tasks on time, accurately, and efficiently 
• Excellent interpersonal skills
• Ability to work with minimal supervision
• Integrity and honesty
• Must be willing to work on shifts (including nights, weekends & public holidays)
  
• Willingness to switch roles within the team per the needs of the business.

Remuneration: NGN 256,000 Monthly