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Kenya
Full Time
Customer Success
Entry Level
Branch Overview :
Branch delivers world-class financial services to the mobile generation. With offices in the United States, Nigeria, Kenya, and India, Branch is a for-profit socially conscious company that uses the power of data science to reduce the cost of delivering financial services in emerging markets. We believe that everyone everywhere deserves fair financial access. The rapid spread of smartphones presents an opportunity for the world’s emerging middle class to access banking options and achieve financial flexibility.
Branch’s mission-driven team is led by founder and former CEO of Kiva.org. The company presents a rich opportunity for our team members to drive meaningful growth in rapidly evolving and changing markets. In 2019, Branch announced our Series C and has garnered more than $100M in funding with investments from leading Silicon Valley firms including Andreessen Horowitz, Trinity Capital, Foundation Capital, Visa, and the International Finance Corporation (IFC).
We value diversity and are committed to providing an inclusive working environment where human beings of all backgrounds can thrive.
Job Overview :
You will be responsible for providing an inspiring and delightful experience for our customers. This role is based in Nairobi and will report to the Customer Service Manager.
Ideal candidates should be extremely flexible with scheduling, working shifts, working weekends, and occasionally holidays, within a 5-day work week.
Responsibilities:
- Delivering efficient, friendly responses to customer inquiries and building our brand via our text-based chat platform
- Responding to customer inquiries via Social Media platforms like Facebook, Twitter, E-mail, Instagram & Google Play
- Escalating customer feedback and IT issues to help improve our product
Qualifications :
- 1-3 years of previous job experience in customer service
- Passionate about our mission and our customers
- Highly entrepreneurial, proactive, and willing to get your hands dirty
- Excellent communication skills, both oral and written
- Good grammar, spelling, and punctuation
- Driven by data and highly analytical, a good understanding of excel preferred
- Good typing speed (ideally above 45 wpm)
The ideal candidates will be extremely flexible with scheduling e.g. willing to work on weekends and occasionally holidays
Benefits of Joining
- Mission-driven, fast-paced and entrepreneurial environment
- Competitive salary and equity package
- A collaborative and flat company culture
- Fully-paid Premium Plan medical coverage
- Industry leading vacation policy
- Generous child bonding leave policy
- Discretionary trips to our offices across the globe, with global travel medical insurance (when it’s safe to travel!)
- Flexible working hours
- Weekly team meals and social events (virtual for now!)
Branch International is an Equal Opportunity Employer. The company does not and will not discriminate in employment on any basis prohibited by applicable law. We’re looking for more than just qualifications — so if you’re unsure that you meet the criteria, please do not hesitate to apply!
