Overview

Sparkle Nigeria is a bank and then more, licensed by the Central Bank of Nigeria (CBN), we are what most people would refer to as a digital bank. We offer financial, lifestyle and business support services to Nigerians across the globe.

Job Position: Customer Experience Associate

Job Location: Nigeria

Job Description

  1. As part of our fast-growing team, you will constantly innovate on how to bring the best service to our Sparklers.
  2. You will be on the front lines engaging with customers and helping them deal with issues they might come across while using our platform.
  3. Your role here extends beyond the inbox – we are looking for someone who is constantly thinking about how to get ahead of issues rather than just resolving them.
  4. Your day-to-day tasks will involve responding to customer queries and working alongside our product, engineering, marketing and business development teams to enhance the overall customer experience on our core technology.

Job Responsibilities

  1. Interacts with customers via our Freshworks CRM platform
  2. Engages with leads and customers to educate them Sparkle’s benefits and features
  3. Analyses support queries to spot patterns, helping build a knowledge base to increase efficiency
  4. Takes a consultative approach in helping customers overcome issues and achieve their goals
  5. Keeps records of interactions with customers in the CRM platform
  6. Manages and respond to online reviews on our Apple and Google Play Store
  7. Cross collaboration with internal teams such as marketing, technology, business development, UX to ensure that gaps in the customer experience are resolved in a timeline manner
  8. Escalates performance and customer red flags whenever the customer identifies challenges in a timely manner to ensure customer has a seamless experience
  9. Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered
  10. Track Customer Experience metrics such as NPS to gauge how the brand is performing on CX performance parameters
  11. Work closely with the Technology team to ensure a seamless user experience with the platform
  12. Prepare and submit customer experience reports on weekly basis.

Job Responsibilities

  1. A BA or B.Sc Degree
  2. Experience within a fast-paced startup is an added advantage
  3. Effective oral and written communication skills is a definite requirement.
  4. Creative thinking skills -ability to think through problems and collaborate with others in solving them.
  5. Energetic and a willingness to help customers think quickly and solve problems
  6. Tech savvy and the ability to pick up new tech systems quickly
  7. High emotional intelligence and great interpersonal skills

Perks of Working with Us

  1. Career advancement opportunities
  2. Flexible Working
  3. Sparkling Rewards and Recognitions
  4. Great team and startup spirit in an innovative culture
  5. Great work environment, relaxed, comfortable work areas and recharge areas.
  6. On-the-job training and personal development opportunities

How to Apply
Interested and qualified candidates should:
Click here to apply online

Application Instruction

  • Select / Click on the specified Job Title you are applying for and start your application.

Tagged as: Customer Service

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