Customer Care Specialist

Job Description

About Numida Technologies (K) Limited

Traditionally overlooked and underserved micro and small businesses (MSBs) in emerging markets deserve to have great technology built to serve their needs. Numida is the first and largest mobile platform in Africa, focused on offering digital, convenient, and responsible financial services specifically to semiformal African MSBs. Although we’ve started with credit, with the wealth of data collected through our platform, we are well-positioned to connect business owners to the financial and non-financial services they need to grow their business, whether it be credit, savings, insurance, payments, logistics, customer acquisition, or financial and HR management. Due to our deep knowledge of our customers, Numida is becoming renowned for building technology that MSBs love. By 2030, we will have enabled at least 1 million small business owners on the continent to achieve their dreams.

Key Responsibilities:

• Review and respond to all incoming customer care requests through our various channels – in app chat, WhatsApp, toll-free phone line and Facebook messenger. 
• Resolve core issues of customers and ensure high satisfaction after every interaction. 
• Effectively support both prospective and existing Numida clients with any technical challenges using our app. 
• Escalate customer care requests to the respective department on Slack, or other relevant internal communications channel. 
• Communicate feedback to management about any issues that arise and any potential opportunities for improving Numida’s products and services based on feedback received through our customer care channels. 
• Collaborate with the Product and Credit teams and participate in various experiments that aim to improve the quality and efficiency of our service. 
• Assist with other tasks as required by management.

Qualifications and Skills:

• University Degree in any field 
• 2+ years of work experience in either a Customer Care function or in a Credit Institution. Experience working in a Call Center is a strong asset. 
• Knowledge about and practical experience with the pillars of great customer care 
• Strong interpersonal and communication skills 
• Experience working with computers. Relatively high typing speeds are an asset 
• Good critical-thinking and problem solving skills

Personal Attributes:

• A believer in small business growth in sub-Saharan Africa. 
• A great communicator who speaks and writes in a clear, thorough and timely manner using a professional standard of English 
• An organized and detail-oriented doer, who enjoys working through checklists and conducting evaluations (as long as you have a clear correction key) 
• A self-driven, results-oriented high achiever ready to work hard and smart to meet and exceed targets 
• A team player with the humility to ask for help when needed and relies on feedback to rapidly iterate on your work