Customer Success Representative at Finplus Group

At Finplus, our customer-first culture means that maintaining maximum levels of customer satisfaction while nurturing a great relationship with our customers is our single highest priority. Our Customer Success Representatives (CSRs) will act as a constant connection with our customers to ensure we achieve this goal. This will involve among other things, providing all kinds of product/services information when it is needed and resolving any developing problems that our customers might face with empathy, precision and competence.

The best CSRs are genuinely delighted to help customers. They’re tolerant, empathetic, and intensely communicative. They love to talk. Customer success representatives can put themselves in their clients’ shoes and advocate for them when necessary. Customer feedback is priceless, and our CSRs can gather it for us. Problem-solving also comes naturally to customer care specialists. They’re confident at troubleshooting and investigate if they don’t have enough knowledge to fix the problem.

Your goal will be to ensure exceptional service standards and sustain high customer satisfaction.

Responsibilities

• Handle incoming calls and support queries from customers
• Identify and evaluate customers’ needs to deliver satisfaction
• Build sustainable relationships of trust through open and interactive discussion
• Provide accurate, valid and comprehensive information by using the right methods/tools
• Reach personal/customer success team targets and incident handling quotas
• Manage complaints, provide proper solutions and options within the incident handling time limits; follow up to secure resolution
• Keep records of customer interactions, process customer accounts, and file documents
• Follow communication procedures, guidelines, and policies
• Go the extra mile to delight customers
• Produce sales leads from existing customers as well as new prospects

Requirements

• Proven customer support experience or experience as a client service representative (3+ years ideal)
• Clear track record of not just reaching, but exceeding quota requirements
• Strong phone administration skills and active listening capabilities
• Experience with CRM systems and practices
• Customer orientation and capacity to adapt/respond to different types of characters
• Exceptional communication and presentation skills
• Ability to multi-task, prioritize, and control time effectively
• Fluent in English, Swahili (French and other languages are a plus)
• Diploma or Degree in a relevant field