Customer Success Officer (Social Media) Job at Moniepoint

Moniepoint is a global business payments and banking platform and recently became QED Investors’ first investment in Africa. We are the partner of choice for over 600,000 businesses of all sizes, powering the dreams of SMBs and providing them with equal access to the tools they need to grow and scale.

Moniepoint Incorporated (formerly TeamApt Inc.) was founded with the vision to create a society where everyone experiences financial happiness. We are the parent company of TeamApt Limited, a Central Bank of Nigeria(CBN) licensed Switch and Processor, and Moniepoint Microfinance Bank, a CBN-licensed Microfinance Bank.

We are recruiting to fill the position below:

Job Position: Customer Success Officer (Social Media)

Job Location: Lagos

Job Purpose

• As Customer Success Officer - Social media (social media customer service representative), you will interact and work with customers to answer questions and resolve any potential issues.
• You will be the first point of contact for customers.

Responsibilities 

• Respond to facebook, twitter and instagram chats in a timely and friendly manner
• Evaluate problems and complaints via the social media platforms and provide proper solutions to them
• Respond to the needs of customers and provide personalized service
• Make relevant notes from customer interactions
• Identify any issues that customers might be struggling with
• Report on customer feedback 
• Provide information on the company’s products or services
• Research needed information using available resources
• Route escalations to other team members whenever needed 
• Manage & update customer databases 
• Boost customer loyalty by offering a proper experience over the phone

Requirements 

• OND qualification is required.
• 1 -3 years of professional work experience, preferably in banking or a fast-paced fintech or digital banking environment
• Experience working in shifts
• Client Service experience
• Experience and knowledge of customer service particularly in the correspondent banking space
• Attention to detail and excellent reporting skills