Moniepoint Customer Success (Lagos State)

Who We Are

Moniepoint is Africa’s all-in-one financial ecosystem, empowering businesses and their customers with seamless payment, banking, credit, and management tools. In 2023, we processed $182 billion and are Nigeria’s largest merchant acquirer.

What We Do

At Moniepoint, we are a customer-focused community, dedicated to crafting solutions that redefine our industry. We have several products that provide essential services for businesses such as credit, overdrafts, etc. We leverage artificial intelligence and data to make our decisions, and we also use technology and data-driven best practices to support our businesses.

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

About the Role

The Customer Success Representative is responsible for developing customer relationships that promote retention and loyalty, ultimately improving customer lifetime value and reducing churn. The customer success representative is the first point of call for customers and should be the internal advocate for the customer, working with the various teams to ensure quick resolution of customer issues and providing suggestions on how the customers’ experience can be further optimized based on analysis of the issue log or customer requests.

About the role

Location: Lagos (Hybrid/Contract)

Responsibilities

• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Meet personal/customer service team sales targets and call-handling quotas.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure the resolution
• Keep records of customer interactions, process customer accounts, and file documents.
• Follow communication procedures, guidelines, and policies.
• Take the extra mile to engage customers.

Qualification

• Proven customer support experience or experience as a Client Service Representative
• Strong phone contact handling skills and active listening
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• Must be resident around Lekki Phase 1, Sangotedo, Ikotun, Ikorodu, Igando, and Alagbado (it would be cool to include your address on your CV).