Customer Experience Analyst at Flutterwave

Flutterwave was founded on the principle that every African must be able to participate and thrive in the global economy. To achieve this objective, we have built a trusted payment infrastructure that allows consumers and businesses (African and International) make and receive payments in a convenient border-less manner.

We are recruiting to fill the position below:

Job Title: Customer Experience Analyst

Location: Lekki, Lagos
Department: Finance

About the Role

As a Customer Experience Analyst, your goal is to ensure that we provide everyone that engages with Flutterwave with the same exceptional and consistent experience.
In the course of your role, you will work with stakeholders to resolve frequent issues, generate and participate in initiatives to better serve our users, and share insights gained with the rest of the team and the company.
It is your responsibility to ensure that regardless of the agent approached or the support channel used, customers always get similarly excellent service and experience.

Responsibilities
As a Customer Experience Analyst, you will:

Maintain updated knowledge of all company products and services in order to provide adequate education to customers
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Keep records of customer interactions
Collect and record customer feedback and information, and share with appropriate departments and team members
Make product and service suggestions to meet customers’ specific needs
Follow communication procedures, guidelines and policies
Go the extra mile to engage customers
Generating sales leads that develop into new customers
Maintaining a positive, empathetic and professional attitude toward customers at all times.
Contribute to the team culture in a positive manner

Requirements
You’re a great match for this role if you have:

A First Degree
Detail-oriented
Proven track record of analytical skills
Excellent verbal, written and interpersonal communication skills
Outstanding customer service skills and dedication to providing exceptional customer care
Exceptional listening and analytical skills
Solid time management skills
Ability to multitask and successfully operate in a fast-paced, team environment
Must adapt well to change and successfully set and adjust priorities as needed
Must be proficient with Microsoft Office (intermediate Word, basic Excel).