Junior Customer Service Agent At Kwara

As a Customer Support Agent at Kwara, you will play a pivotal role in ensuring exceptional customer experiences and satisfaction. Your responsibilities will encompass a wide range of tasks aimed at assisting members, SACCO administrators, and prospects with their inquiries. You will be the frontline representative of our company, working diligently to address concerns, offer solutions, and contribute to the overall success of our clients.

You will be our first-line support to SACCO members and administrators, and are responsible to delivery effective solutions at a fast turnaround time.

This role is a unique opportunity for an early-career, ambitious individual to gain hands-on experience in a high-growth startup environment and make a significant impact on improving financial health and access to underserved markets.

• Handle all inbound requests (omnichannel) and inquiries from members, SACCO administrators, and prospects, providing prompt and effective solutions.
• Assist SACCO administrators with both immediate issue resolution as well as back-end support tasks, such as product reconfigurations and investigating accounting issues.
• Explore opportunities to leverage automation and AI-based tools to streamline repetitive support tasks, improve response times, and enhance the overall support experience for SACCO members and administrators.
• Monitor and respond to online reviews, taking necessary actions to address concerns and enhance customer satisfaction.
• Distribute customer satisfaction surveys and collect feedback for continuous improvement.
• Escalate technical issues to the Customer Support Engineering board for resolution, and document feature requests for the Product team.
• Maintain and update both our internal knowledge base, as well as our external support portal help.kwara.com.

• Please, answer this form first.
• 2+ years of prior experience in customer service, call center environment, or a similar role, preferably in a financial and/or start-up environment.
• Excellent verbal communication skills and a friendly, customer-centric attitude.
• Strong problem-solving abilities and a proactive approach to issue resolution; understanding of when issues have to be escalated to ensure customer satisfaction.
• Detail-oriented with the ability to maintain accuracy in repetitive tasks.
• Extremely strong in prioritizing work, follow-up and managing tasks effectively; never drops the ball.
• Basic proficiency in using office software, including Excel.
• Comfortable with technology and quick to learn new tools, platforms and processes; Experience with customer service software is a plus
• Basic understanding of financial / accounting concepts is a plus.
• Prior experience with SACCOs or other financial institutions is a plus.

Kwara lives and breath the startup ecosystem and composes its team to improve the financial sector.

We expect a holistic view and few specific skills:

• Get hands-on experience in a fast-paced start-up environment
• Expand your skills and knowledge in finance, data analysis, marketing and customer engagement
• Network with industry professionals and build your professional network
• Gather customer and product insights from clients
• Creatively brainstorm and participate in the design of go to customer initiatives

Even if everything is new for you, we want to support and give the best on your journey.

• Competitive stipend and benefits package
• A dynamic and fast-paced work environment with a talented and driven team from the likes of Lehman Brothers, Nubank, Kuda, Fairmoney, Andela and many more!
• The chance to make a real impact on the success of a high-growth startup, serving financially underserved in emerging markets at scale
• Health Insurance
• Meal at the Office