Customer Success Representative (Sokoto State)
Sokoto, Nigeria
About Moniepoint
Moniepoint is a leading financial ecosystem in Africa, offering businesses and their customers a wide range of services, including payments, banking, credit, and management tools. As of 2023, we processed $182 billion in transactions, making us Nigeria’s largest merchant acquirer.
Our Mission
At Moniepoint, we prioritize our customers by designing solutions that reshape the financial landscape. From credit to overdraft services, we deliver essential products for businesses. Our operations are backed by advanced technology, artificial intelligence, and data-driven strategies that optimize decision-making and enhance customer experiences.
Want to learn more about our innovative culture and dynamic team? Explore how we foster growth, teamwork, and creativity on our platforms.
About the Role
The Customer Success Representative plays a crucial role in building strong relationships with customers to encourage retention, loyalty, and satisfaction. This position involves being the first point of contact for clients, ensuring their issues are resolved promptly, and working with internal teams to optimize their experience. The goal is to increase customer lifetime value while minimizing churn.
Location: Sokoto State (Hybrid Contract)
Key Responsibilities
As a Customer Success Representative, your duties will include:
- Identifying and addressing customer needs to ensure satisfaction.
- Building trust and maintaining open communication with customer accounts.
- Providing accurate and complete information through appropriate tools and methods.
- Meeting service team targets and call handling quotas.
- Resolving customer complaints with effective solutions within set timelines and following up to ensure resolution.
- Documenting customer interactions, processing accounts, and managing records.
- Adhering to communication guidelines, procedures, and policies.
- Going the extra mile to engage and delight customers.
Requirements
To excel in this role, you should have:
- A Bachelor’s Degree or equivalent qualification.
- Previous experience in customer support or as a Client Service Representative.
- Strong phone communication and active listening skills.
- Familiarity with CRM tools and practices.
- A customer-focused mindset with the ability to adapt to diverse personalities.
- Exceptional communication and presentation abilities.
- Strong multitasking, prioritization, and time management skills.
- Residency in Sokoto State, Nigeria.
Performance Metrics
Your success will be measured by:
- Customer/User Satisfaction
- Timely logging of all support requests (no missed requests)
- Efficient issue resolution time
Why Work With Us?
- Culture: We prioritize our people, fostering an environment where every voice is valued, and mutual respect is a cornerstone. Our supportive culture ensures everyone feels heard and valued.
- Learning: We emphasize personal and professional growth through training, knowledge sharing, and technical discussions.
- Compensation: Competitive salary, pension, health insurance, employee stock options, annual bonuses, and other benefits.
Hiring Process
- An initial phone screening with a recruiter.
- A detailed interview with the hiring team.
- A final conversation with a member of the executive team.
Moniepoint Inc. is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates.
