Customer Success Associate at Umba

  • Full Time
  • Nairobi


Job Summary:

  • We are seeking a motivated and customer-centric individual to join our team as a Customer Success Associate. The successful candidate will play a vital role in supporting our customers, ensuring their needs are met, and driving satisfaction and retention.

Duties and Responsibilities:
Customer Interaction:

  • Respond promptly and professionally to customer inquiries via email, chat, or social media platforms.
  • Provide accurate information about products, services, and policies to customers, ensuring clarity and understanding.

Technical Support:

  • Assist customers in troubleshooting technical issues with products or services, coordinating with the appropriate channels for resolution through your team lead.

Feedback and Improvement:

  • Conduct regular check-ins with customers to gather feedback, address concerns, and identify opportunities for improvement.
  • Resolve customer complaints efficiently and escalate complex issues to the appropriate channels for resolution.

Cross-functional Collaboration:

  • Collaborate with other departments, such as sales, marketing, and operations, to address customer needs and improve overall customer satisfaction.

Onboarding and Training:

  • Onboard new customers, providing training and guidance on product features and best practices to ensure a smooth transition and comprehensive understanding.

Knowledge Management:

  • Stay up-to-date with product knowledge, industry trends, and company policies to provide accurate information and support to customers.

Professional Development:

  • Participate in training sessions and team meetings to enhance customer service skills and knowledge.
  • Contribute to the continuous improvement of our customer success processes and procedures.

Financial Coordination:

  • Liaise with our service providers to facilitate wallet top-up and ensure timely processing of transactions.
  • Post daily payment information from the bank to the core banking system, maintaining accurate records of all financial transactions.

Loan Repayment and Account Maintenance

  • Record daily loan repayments from the bank, ensuring accuracy and completeness of loan records.
  • Maintain accurate balances for accounts held in the bank, mobile wallets and other bank accounts, reconciling discrepancies as needed.

Payment Processing:

  • Initiate various payments on the bank, including vendor payments and loan disbursements, following established procedures and protocols.

Fund Management:

  • Add funds to the mobile wallet or accounts as required for seamless transactions and disbursements, monitoring account balances and replenishing funds as needed.

Account Administration:

  • Open Fixed deposit accounts on the core banking system, maintaining detailed records and sharing fixed deposit certificates with customers as necessary.

External Coordination:

  • Coordinate with external suppliers to set up new accounts and address any issues related to float top-ups, ensuring smooth operations and compliance with regulations.


  • Bachelor’s degree in Business Administration, Marketing, or related field.
  • Proven customer service experience in a fast-paced environment.
  • Excellent communication skills, both verbal and written.
  • Ability to multitask and prioritize tasks effectively.
  • Strong problem-solving skills and a proactive approach to addressing customer needs.
  • Ability to work collaboratively in a fast-paced, team-oriented environment.
  • Familiarity with CRM software Odoo and customer success tools is a plus.
  • Passion for delivering exceptional customer experiences and driving customer satisfaction and retention.
  • Experience with live chat support software and social media platforms.

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