Customer Support Agent

FairMoney is hiring!

About

FairMoney is building the leading mobile bank for emerging markets.

They started with a digital microcredit application on Android, and currently roll out additional financial services (current account, savings, debit card) while expanding the product to Western Africa and South-East Asia.

So far they disbursed over 1,000,000 microloans and give more than 7000 loans daily. They are backed by top notch US/EU investors and have raised 15m EUR + Venture Capital supporting our stellar growth. They are a team of +70 between Paris and Lagos in Engineering (Android, Data, Backend), Product, Marketing, Customer Service and Operations and they won't rest before the FairMoney app is in the hand of millions.

Their values

  • Start with the client 📊
  • Scientists Mindset
  • Churn 9-5 🎯
  • A - Players only 💪
  • Fly High - Fly Low 🙌
  • Young & Hungry 🏋️
  • Progress starts where comfort ends 👊🏾
  • 70/30 ⚡
  • Direct Feedback 🤝
  • More info here.

Job Description

You will be working as our Customer Support Agent in our Operations team. You will be based in Lagos and working with our other Customer Success representatives, as well as our other teams based in Paris & India. You will get to rotate within the following units: QA, Email, Social media, Inbound - working a 24 hr shift, 7 days a week (but working only 5 days of the week)

You will be required to respond to all calls and/or email inquiries in a timely manner and ensure an excellent customer experience by correctly identifying customer issues and promptly providing resolution - including timely escalation of issues to the appropriate support levels.

We are waiting for you to work on :

  • Delivering excellent service to existing and prospective FM customers;
  • Managing all customer care interactions for all FairMoney products;
  • Queries resolution and timely escalation of all problematic issues to the team leads incharge;
  • Providing feedback on the efficiency of the processes;
  • Keeping records of customer interactions, transactions, comments and complaints in CRM report.

Preferred Experience

  • You should hold a HND or BSc in any relevant field
  • You must have 1 - 3 years call centre experience
  • You must have strong communication skills
  • You should have excellent skills in Microsoft office
  • You must have work experience within an inbound & outbound sales environment / customer service environment
  • You must have experience using Freshdesk and/or Salesforce

Recruitment Process

  • CS Skills Test - Ability to pay attention to details and documentation (15mins);
  • Phone screening of ~20 minutes with Joyce/ MaryJane- Team Leads;
  • Product Training & General Knowledge Test with Joyce/Maryjane - our Operations Supervisors;
  • Physical/ Virtual interview with Debola - our Operations Manager;
  • Last call with Titi, our HR & TA Manager.

Additional Information

  • Contract Type: Full-Time
  • Start Date: 01 December 2020
  • Location: Lagos, Nigeria ()
  • Education Level: BTEC Higher National Diploma
  • Experience: > 1 year
  • Occasional remote authorized