Customer Experience Analyst (Lagos)

Our client is a key player in the Fintech space. They have built a trusted payment infrastructure that allows consumers and businesses to make and receive payments conveniently and borderless. They currently have an opening for a Customer Experience Analyst in Lagos.
Job Summary
Support the effective & efficient management of customers by providing first-level support and ensuring adequate resolution of customer issues received from across channels. The role will also support customer onboarding and customer retention initiatives.
The ideal candidate must have relevant work experience, a great work ethic, and must enjoy interacting with customers and solving their issues.
Job 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.

The 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

Competency and Skill Requirement

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

Education and Experience

Minimum of B.A/BSc

2-3 years in a similar role within the Fintech or Banking Industry