Customer Success Associate at Julla

Who You Are;

• Good at communicating in English and Kiswahili. Experience in working with complex, multi-divisional, multi-geographical customers.
• Previous experience in customer service in finance related company is an added advantage.
• The ability to solve problems and to think quickly on your feet (figuratively – we’ll provide a chair)
• Extremely patient and understanding especially when dealing with various types of customers.
• Highly organized.
• The ability to stay calm, cool and collected during stressful phone conversations.
• An eye for detail.
• Great interpersonal skills.
• Ability to create structure in ambiguous situations and design effective processes.
• Experience working with cross-functional teams (e.g. Sales, Product, Marketing Services).
• Strong leadership qualities and the ability to self-supervise.

Responsibilities

• On-board and train new customers.
• Build & strengthen customer relationships.
• Delivering efficient, friendly responses to customer inquiries and build our brand via our text-based chat platform.
• Responding to customer inquiries via social media platforms like Facebook, twitter, Instagram and google play.
• Escalating customer feedback and IT issues to help improve our product.
• Manage incoming calls and emails and handle appropriate follow-up calls and emails.
• Address, resolve, and record any customer issues that arise pertaining to business growth, billing, and general account satisfaction.
• Have a comprehensive knowledge of the company’s business model in order to answer all customer related inquiries.
• Demonstrate the value of Julla to our customers every day by providing amazing customer support.