Sparkle Nigeria is a bank and then more, licensed by the Central Bank of Nigeria (CBN), we are what most people would refer to as a digital bank. We offer financial, lifestyle and business support services to Nigerians across the globe.
We are recruiting to fill the position below:
Job Title: Customer Experience Associate
Location: Nigeria
Category: Customer Experience
About the Role
- As part of our fast-growing team, you will constantly innovate on how to bring the best service to our Sparklers.
- You will be on the front lines engaging with customers and helping them deal with issues they might come across while using our platform.
- Your role here extends beyond the inbox – we are looking for someone who is constantly thinking about how to get ahead of issues rather than just resolving them.
- Your day-to-day tasks will involve responding to customer queries and working alongside our product, engineering, marketing and business development teams to enhance the overall customer experience on our core technology.
Roles & Responsibilities
- Interacts with customers via our Freshworks CRM platform
- Engages with leads and customers to educate them Sparkle’s benefits and features
- Analyses support queries to spot patterns, helping build a knowledge base to increase efficiency
- Takes a consultative approach in helping customers overcome issues and achieve their goals
- Keeps records of interactions with customers in the CRM platform
- Manages and respond to online reviews on our Apple and Google Play Store
- Cross collaboration with internal teams such as marketing, technology, business development, UX to ensure that gaps in the customer experience are resolved in a timeline manner
- Escalates performance and customer red flags whenever the customer identifies challenges in a timely manner to ensure customer has a seamless experience
- Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered
- Track Customer Experience metrics such as NPS to gauge how the brand is performing on CX performance parameters
- Work closely with the Technology team to ensure a seamless user experience with the platform
- Prepare and submit customer experience reports on weekly basis.
About You
- A BA or B.Sc Degree
- Experience within a fast-paced startup is an added advantage
- Effective oral and written communication skills is a definite requirement.
- Creative thinking skills -ability to think through problems and collaborate with others in solving them.
- Energetic and a willingness to help customers think quickly and solve problems
- Tech savvy and the ability to pick up new tech systems quickly
- High emotional intelligence and great interpersonal skills
Perks of Working with Us
- Career advancement opportunities
- Flexible Working
- Sparkling Rewards and Recognitions
- Great team and startup spirit in an innovative culture
- Great work environment, relaxed, comfortable work areas and recharge areas.
- On the job training and personal development opportunities
Application Closing Date
Not Specified.
Method of Applications
Interested and qualified candidates should:
Click here to apply online
Application Instruction
- Select / Click on the specified Job Title you are applying for and start your application.