Customer Care Specialist at Numida Technologies (K) Limited

Key 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.

Qualifications & Skills: 

• 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

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