Customer Success - Social Media

Who We Are

Moniepoint is a financial technology company digitising Africa’s real economy by building a financial ecosystem for businesses, providing them with all the payment, banking, credit and business management tools they need to succeed.

Curious about what makes Moniepoint an incredible place to work? Check out posts on how we cultivate a culture of innovation, teamwork, and growth.

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
• Provide information on the company’s products or services
• Research needed information using available resources
• Route escalations to other team members whenever needed
• Make relevant notes from customer interactions
• Identify any issues that customers might be struggling with
• Report on customer feedback
• Manage & update customer databases
• Boost customer loyalty by offering a proper experience over the phone
  
  

Requirements

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