Customer Success Agent at MFS Africa

Description

MFS Africa is the leading digital payments hub in Africa, enabling low-cost payments across the continent. The company works in close partnership with mobile network operators and financial institutions to bring simple and relevant payment services to unbanked people. MFS Africa connects over 320 million mobile money users across sub-Saharan Africa through its platform – the MFS Hub. As a B2B company, we enable cross-border payment for mobile money operators, banks, money transfer operators, large corporate and a growing number of SMEs. Our recent partnership with Visa will soon allow us to connect the MFS Hub to Visa.net, effectively connecting African consumers and businesses to the global digital economy. As a technology fintech company, we strive to automate everything we do and run world-class back-office operations spread between Johannesburg, Port-Louis, Accra and soon Nairobi. We also have a compliance team in Johannesburg, London and Port-Louis and are regulated by the FSC in Mauritius and the FCA in the UK.

The Role

We are looking for a highly analytical, energetic person possessing great communication skills and good work ethic to join our dynamic team as Customer Success Agent. You will be responsible for resolving both general back-office customer queries and technical issues affecting our clients.

As part of our dynamic team, you are required to leverage your communication and conflict management skills to ensure that customer issues are dealt with expeditiously and appropriately to their delight. Further to this, you will participate in the continuous learning of the organization through documenting novel issues and appropriate steps for their resolution.

You should bring experience, ideally in Telco/ICT customer support environments, in making customer journeys smooth and pleasant, and in contributing to continuous improvement by constantly providing valuable input into the improvement of services through network and services monitoring, proactive problem-solving to avoid similar issues re-occurring and applying best practices on customer issue resolutions.

You will work closely with a team of Customer Success Agents in customer-query management and issue resolution. This position will be based in Nairobi, Kenya; you will be required to work on a rotational schedule of morning and evening weekday shifts, with roughly two weekend day shifts per agent per month.

The duties and responsibilities of the role will be as follows:

• Respond to calls and tickets logged through the MFS Africa ticketing system
• Consult system logs to investigate issues described in tickets
• Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting, and explaining the best solution to solve the problem, expediting correction or adjustment and following up to ensure resolution
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Identify customer needs and help customers use specific features
• Build sustainable relationships of trust through open and interactive communication
• Document issue resolution to contribute to department reference and training

Requirements

Competencies

• Ability to work autonomously in a highly demanding environment
• Ability to multitask in an environment with shifting priorities
• Ability to communicate well with customers from different backgrounds
• Ability to de-escalate and effectively handle frustrated or difficult clients
• Ability to analyze systems and identify root causes of system issues
• Ability to problem solve and keep an eye out for details
• Willingness to perform at a level that exceeds expectation
• Undertake the role with the highest level of integrity

Essential Skills

• Good command of English Language
• Ability to work with Microsoft Office Suite; good knowledge in Microsoft Excel will be an advantage
• A decent experience in any CRM (Customer Relationship Management) tool will be an advantage

Qualifications and Experience

• Bachelor’s degree in a Humanities, Statistics, or any analytical field of study
• Certification in customer care-related courses advantageous
• Previous experience on the use of various service desk tools
• Junior/Intermediate technical helpdesk experience, with network monitoring tools and methodologies advantageous
• 1 to 2 years of experience in a customer support or technical support ro

Benefits

• We are highly innovative and were ranked by Fast Company as one of the most innovative companies in the world
• We work at the very cutting edge of fintech in Africa
• We are offering an attractive package including performance bonus
• We solve relevant problems for Africa and the world. We are building the MFS Africa Hub into a payment infrastructure designed to last 100 years
• We have a culture of caring and execution and a very diverse work environment with over 30+ nationalities represented