Customer Experience Analyst

2 weeks ago

Cape Town, South Africa Black Pen Recruitment Full time

Our client, a fintech pioneer, is reshaping the financial landscape with a vision to simplify payments for endless possibilities. Since their inception in 2016, they have become a driving force in Africa's fintech space, connecting millions worldwide through secure and seamless digital payment solutions. Our client has since processed an impressive $23 billion worth of transactions across 35 countries in Africa for companies including Microsoft, Twitter, and Uber. A groundbreaking February 2022 funding round that valued the company at an astounding $3 billion solidified their position as Africa's most valuable startup. Join their dynamic team and be part of a global movement that's revolutionising the future of finance. At our clients' company, innovation, inclusivity, and excellence are the cornerstones of their culture, where your work will have a meaningful impact on millions of lives and businesses.

**The Role**

Our Client is looking for a Customer Experience Analyst who will support the effective & efficient management of customers by providing first level support to South African customers and ensuring resolution of complaints received across all channels. The role will also support customer onboarding and customer retention initiatives. Our client is not a one size fits all organisation, and they are proud of their close-knit, diverse team. They are looking for people who can bring their unique perspectives to this role.

**Job Location**:South Africa

**Job Type**: Full time

**Requirements**:

- B.A/BSc is required
- 2 years Customer Experience work experience
- Good verbal and written communication skills in English
- Ability to resolve customers queries.
- Passion for excellence
- Result oriented - Focuses on getting things finished.
- Confidentiality
- Good computer skills
- Strong Influencing and Persuasive Skills.
- Ability to handle pressure/conflict.
- Team Player
- Excellent Interpersonal Skills
- Good problem solving skills
- Ability to work with mínimal supervision.
- Integrity and honesty
- Willingness to work on shifts (including weekends & public holidays)
- Positive attitude
- Willingness to switch roles within the team

**Responsibilities**:

- Act as the first contact person for all internal and external customer queries and complaints in South Africa
- 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.
- Ensure that the support channels for South Africa are always functioning, 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 accuracy of customer issues and responsibility for resolution.
- Ensure effective provision of answers to questions and enquiries from the public about their clients products and services.
- Provide insight on customer feedback for product and process improvements.
- Cross-sell other products to customers
- Carry out telephone survey calls.
- Onboarding of Merchants and Customers in South Africa.

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