Employment Opportunities at Flutterwave

Flutterwave was founded on the principle that every African must be able to participate and thrive in the global economy. To achieve this objective, we have built a trusted payment infrastructure that allows consumers and businesses (African and International) make and receive payments in a convenient border-less manner.

We are recruiting to fill the position below:

Job Position: Customer Experience Intern

Job Location: Lagos
Job type: Internship

About the Customer Experience Internship Role

• We are looking for a driven, passionate and committed individual to join the team as we grow and expand across Africa and beyond.
• As our Customer Experience Intern, your primary responsibility will be to support the effective & efficient management of the Contact Center by providing first-level support to customers and ensuring resolution of complaints received across all channels. The role will also support the onboarding and customer retention initiatives.
• **The Customer Experience Internship shall be for a minimum of one (1) year

Responsibilities include but are not limited to:

• Act as the first contact person for all external customer queries and complaints
• Build relationships, earn trust and buy-in from customers in order to get referral business, and retain customer loyalty.
• Act as the first line of escalation for all customer complaints.
• Respond to emails, social media queries, chats, web reviews, or phone calls as assigned.
• Assist in ensuring the contact center is functioning at all times, documenting and reporting any interruption in service to the appropriate channel.
• Assist in maintaining clear and open two-way channels of communication with other departments within the company.
• Ensure all queries and complaints from existing and potential customers are effectively and promptly resolved within SLAs.
• Examine pertinent information and determine the accuracy of customer issues and responsibility for resolution.
• Ensure effective provision of answers to questions and inquiries from the public about Flutterwave’s products and services.
• Cross-sell other products to customers
• Carry out telephone survey calls.

Requirements
Desired skills and expertise:

• Good verbal and written communication skills.
• Ability to resolve customer’s queries.
• Result oriented. Focuses on getting things finished.
• Confidentiality
• Good computer skills
• Strong Influencing and Persuasive Skills.
• Ability to handle pressure/conflict.
• Self-motivated.
• Team Player
• Excellent Interpersonal Skills
• Good problem-solving skills
• Ability to work with minimal supervision.
• Integrity and honesty

Other requirements:

• Willingness to work on shifts (including weekends & public holidays)
• Positive attitude
• Willingness to switch roles within the team

Method of Application
Interested and qualified candidates should:
Click here to apply online

Job Position: Contact Center Manager
Job Location: Lagos
Job Type: Full Time

About the Role

• Flutterwave is looking for a Contact Center Manager. This role will be responsible for shaping the future of the contact center operation, being committed to delivering a great customer contact experience through all customer engagement and customer contact channels which might be; Phone, Email, Web/Live Chat, Video, Social Media, Web reviews, Correspondence.
• This role will lead a number of CX Interns through a team of Supervisors.
• The Contact Center Manager will ensure that all channels are available to customers always, customers receive a friendly, professional, and consistently high-quality service helping to resolve various queries, close any sales inquiries and get it right the first time.

Responsibilities
Responsibilities include but are not limited to:

• Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.
• Deliver cost efficiencies and improvement in Customer Satisfaction Scores.
• Applying best practices, develop continuous process improvement, and make recommendations based upon the employee and customer insight.
• Develop plans and offer insight and knowledge to the organization on the use of new tools and technologies; Telephony, CRM, and WFM to create a cost-effective operation consistently achieving contact handling SLAs
• Lead, inspire and co-ordinate the contact center staff at all levels to create motivated and engaged colleagues.
• Be responsible for the customer contact processes and their associated customer experience.
• Work with the CX lead to support company initiatives to drive improvements, improve efficiency and reduce complaints.
• Ensure competitive response and resolution times to customer queries and complaints.
• Ensure the Contact Center is functioning at all times, documenting and reporting any interruption in service to the appropriate channel.
• Build relationships, earn trust and buy-in from customers in order to get referral business, and retain customer loyalty.
• Ensure that resource is fully utilized and any contact demand is effectively covered.
• Responsible for the recruitment, training, induction, and coaching strategy across the contact centers
• Support the Customer Experience lead in driving and implementing the CX strategy for the Company.
• Any other duty assigned.

Desired Skills and Expertise

• Proven experience of leading a service-driven contact center operation with experience of managing an operation through periods of significant growth or change.
• Excellent written and communication skills.
• Ability to engage with leaders at all levels across the wider business to achieve goals and objectives.
• Exceptional interpersonal, customer service, problem-solving, and conflict resolution skills.
• Knowledge of management principles and familiarity with company products, services, and policies.
• Strong coaching and leadership skills, ability to motivate employees.
• Decisiveness and attention to detail.
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
• Result oriented. Focuses on getting things finished.
• Confidentiality
• Integrity and honesty.

Other Requirements:

• Willingness to work on weekends & public holidays
• Positive attitude
• Willingness to switch roles within the team.

Method of Application
Interested and qualified candidates should:
Click here to apply online

Job Position: Technical Account Manager
Job Location: Lagos
Job Type: Full Time

About the Technical Account Manager (TAM) Role

• As our Technical Account Manager, you’ll be responsible for managing and ensuring to grow relationships with our amazing customers. The ideal candidate is someone who is interested in all things financial technology and working with people at all levels and areas of Flutterwave to deliver amazing payment experiences to our enterprise customers

You’ll love this job if you:

• Have an intellectual curiosity about payments and technology
• Have high technical aptitude to quickly understand customer use cases and requirement
• Have the ability to drive cross-functional teams from ideation to solution
• Have the ability to manage proactive and reactive tasks effectively
• Are self-driven, self-starter, extremely passionate, goal-getter
• Are passionate about delighting customers
• Are comfortable managing relationships within every aspect of the customer organisation from senior executives to engineers
• Embrace the challenge of managing multiple customer simultaneously
• Are comfortable working in ambiguity and the constant change of life at a start-up experiencing hyper growth

What Your Day to Day Activities Will Be Like

• Represent the voice of the customer within Flutterwave
• Work closely with a team of product managers and engineers to ensure delivery of payment experiences to our customers
• Translate customer requirements into detailed oriented action plan with identified objectives and milestones
• Support development, execution, and improvement of the customer success lifecycle management process at Flutterwave
• Assess technical issues and work with resources/personnel toward resolution
• Create value for customers by defining relationship requirements and high value business outcomes
• Work with Flutterwave’s sales team to explore opportunities to grow and expand customer relationships

Required competency and skill-set to be a waver

• Bachelor’s degree or equivalent in Business, Engineering, or a related technical field from an accredited university
• Payment experience is mandatory
• 2-3 years in a customer-facing role, preferably with enterprise-level technical support
• Understands how APIs work, has a strong background in Software development
• Experience in data mining – collect, process, analyse and build models to address business problems
• A high degree of curiosity and a willingness to learn, develop, and solve complex problems
• Excellent verbal and written communication skills

Method of Application
Interested and qualified candidates should:
Click here to apply online