Customer Success Associates at Angaza

About Angaza

Angaza enables businesses to sell life-changing products, on credit, to low-income, unbanked consumers in emerging markets. Our technology uses an IoT network of connected devices, mobile payments, and machine learning to accelerate the adoption of solar energy systems, smartphones, and appliances. 

We are reinventing consumer credit by making it available to the 2 billion people across the globe who are unbanked or left out of formal credit/savings ecosystems. With Angaza, consumers have the flexibility to buy now and pay later, with full pricing transparency. And, merchants can increase their sales and revenue by over 8x by offering life-changing products on credit. 

Angaza is building a more equitable world through access to credit and financial inclusion. With Angaza’s point-of-sale (POS) consumer financing solution, consumers in Kenya and other emerging markets can acquire life-changing products, like smartphones and appliances, by paying over time for their cost. 

Angaza’s inclusive finance platform is already used by businesses in 50+ countries across Sub-Saharan Africa, Latin America, and Asia to improve the daily lives of over 20 million people.

The Customer Success Associates (CSA's) will be the frontline of our customer support and success operations. They will work closely with customers and merchants to address their inquiries, offer solutions, and ensure their satisfaction. The CSA's play a vital role in building strong, long-lasting customer and Merchant relationships.

The role is on contractual basis and is based in Nairobi, Kenya.

• First-level customer/Merchant Support that includes receipt and logging in of tickets received via Voice and WhatsApp 
• Ensuring all inquiries are addressed in line with the laid down processes and procedures and resolved to the customers’ and merchants’ satisfaction 
• In cases where the issues raised can not be resolved on First Contact basis, the CSA is responsible for effective and timely troubleshooting and escalation to the 2nd level support team with clear, detailed and concise summary of the issue to assist in resolving the matter efficiently
• Collaborate, coordinate and monitor the progress of escalated tickets ensuring resolution and maintaining an open customer and merchant feedback loop to ensure all issues are resolved promptly and effectively 
• Become an expert in all aspects of Angaza’s platform functionality
• Onboarding: Guide new customers through the onboarding process, ensuring they are well-trained and educated to use our products, addressing any initial customer challenges and concerns promptly and cascading this feedback to the relevant teams to improve customer experience
• Continuous Learning: Use escalated cases and other collaboration opportunities provide opportunities for learning and professional development, allowing for improved ability to handle customer issues and identify areas of improvement
• Product Knowledge: Develop a deep understanding of our products and services to effectively assist and educate customers
• Relationship Building: Build strong, positive relationships with customers and serve as the voice of the customers within Angaza through proactive engagement to identify and resolve potential roadblocks to customer experience
• Feedback Collection: Gather and communicate customer feedback to internal teams to enhance products and service
• Documentation: Maintain accurate records of customer interactions, feedback, and resolutions
• Uphold individual performance against established internal KPIs that measure the effectiveness of prompt and accurate resolution of customer support requests
• Any other duties that may be assigned to your manager

Other Details

• Angaza is a for-profit company with headquarters in Nairobi and San Francisco.
• Employees receive salary and competitive benefits that include:
  • Company-sponsored private medical plan
  • Pension plan with company contribution
  • Flexible scheduling and time off policies
  • Knowledge that you’re making a positive impact on the world every day you come to work!