Customer Success Associates at Angaza

Customer Success Associates (CSAs) – Nairobi, Kenya

CSAs are the frontline of our customer support and success operations. They collaborate with customers and merchants to address inquiries, provide solutions, and ensure satisfaction. CSAs play a crucial role in establishing strong, enduring customer and merchant relationships.

Responsibilities:

• First-level customer/merchant support via Voice and WhatsApp, including ticket receipt and logging.
• Addressing inquiries following established processes and procedures, ensuring resolution to customer and merchant satisfaction.
• Timely troubleshooting and escalation of unresolved issues to the 2nd level support team.
• Collaborate, coordinate, and monitor the progress of escalated tickets, maintaining an open feedback loop.
• Become an expert in all aspects of Angaza’s platform functionality.
• Guide new customers through onboarding, ensuring effective training and addressing initial challenges.
• Continuous learning and professional development to enhance the ability to handle customer issues.
• Develop a deep understanding of products and services to assist and educate customers.
• Build positive relationships with customers, serving as their voice within Angaza.
• Gather and communicate customer feedback to internal teams to enhance products and services.
• Maintain accurate records of customer interactions, feedback, and resolutions.
• Uphold individual performance against established internal KPIs for effective resolution of support requests.
• Other duties as assigned by the manager

Other Details

• Angaza is a for-profit company with headquarters in Nairobi and San Francisco.
• Employees receive salary and competitive benefits that include:
  • Company-sponsored private medical plan
  • Pension plan with company contribution
  • Flexible scheduling and time off policies
  • Knowledge that you’re making a positive impact on the world every day you come to work!