Customer Success Associate at Carbon – Hybrid

• Location: Lagos, Lagos (Hybrid)

About Carbon

Carbon is a pan-African digital bank with a mission to provide friction-free finance to its customers. Carbon promises to play a fundamental role in its customers’ lives wherever they are, with flexible solutions. We pride ourselves on our efficiency and with just $10mm of equity raised in 2015, we have disbursed over $100m in loans and earned more than $30mm in revenue over the last 2 years. Carbon has operations in Ghana, Kenya, and Nigeria, supported by a talented team spread between Lagos, Nairobi, London, Argentina, and Palo Alto so we operate with a remote-first mindset.  

At Carbon, we are:

Passionate: We love what we do and have an ownership mentality.

Resourceful: We make do with what we have. Not wasteful

Intelligent: We are forever learning to better ourselves, constantly experiencing & testing to understand the problem space better

Maverick: We try the unconventional, question widely held assumptions.

Executors: We get shit done. No excuses

Data-Driven: Rigorous in using data for decisions, experiments to test assumptions and hypothesis 

About the role

 As a Customer Success Agent, you will play a vital role in providing excellent customer service to our customers. You will be responsible for communicating with customers through various channels, such as phone, email, and chat, and resolving customer issues in a timely and efficient manner.

Responsibilities:

• Deliver prompt and effective customer service through various communication channels using our support tool [Zoho].
• Listen actively to customers and ask relevant follow-up questions to understand their needs.
• Resolve customer issues in a timely and effective manner.
• Provide helpful solutions to customers to exceed their expectations.
• Document customer interactions and feedback accurately.
• Collaborate with other teams to escalate and resolve complex customer issues.
• Utilize data and metrics to improve processes and decision-making.

Requirements:

• Passion for providing exceptional customer service
• Strong communication skills, both written and verbal
• Ability to multitask and prioritize tasks effectively
• Excellent problem-solving skills
• Attention to detail and accuracy in documentation
• Familiarity with using customer service software and tools is a plus
• Ability to work in a fast-paced and dynamic environment
• No prior experience is required, but some background in customer service or related fields is a plus.

Recruitment process

• Call with People team
• Case Study ( Assessment)
• Interview

Benefits

• A great and upbeat work environment populated by a multinational team.
• Potential to work in different geographies.
• Health Insurance.
• Life Insurance
• Career development & Growth.
• Offer a remote working option.