Customer Service Associate at BitPesa

BitPesa is a pan-African platform redefining how businesses make payments to and from sub-Saharan Africa. Focused on using cutting-edge blockchain technology to increase efficiency across markets, BitPesa opens corridors for business payments and trade between Africa and the rest of the world.

We are recruiting to fill the position below:

Job Position: Customer Service Associate
Job Location: Lagos

Responsibilities
Pre-Sales Communication:

• Respond to general inquiries and answer questions about products and services
• Directs inquiries to the relevant team.
• Contribute regional content to Help/FAQ Page with procedures and steps to products and services.

Technical Support/Troubleshooting:

• Respond to customer inquiries promptly by checking emails to attend support and trade messages and receiving calls on Customer Service line
• Proactively monitor the system to ensure everything is working okay.
• Communicate to Tech Team and report when website is not working as it should
• Communicate to Finance Team to set the correct rates and complete incomplete transactions.
• Communicate to Finance Team when we are out of float
• Monitor transactions and communicate any issues to the relevant team
• Raise queries with Finance team for any transaction that have been sent to wrong accounts.

Voice of the Customer / Product Feedback:

• Provide customer product feedback and product feature requests from region to Customer Service Manager

Analytics/Reconciliation:

• Work with Finance team to reconcile old transactions

Qualifications

• University degree
• Ability to quickly address customer questions
• Good communication skills
• Ability to handle all customer temperaments
• Wise in decision making
• Ability to work independently
• Ability to pay attention to detail
• Proficiency in French will be an added advantage.