Customer Experience Intern at Flutterwave

Flutterwave was founded on the principle that every African must be able to participate and thrive in the global economy. To achieve this objective, we have built a trusted payment infrastructure that allows consumers and businesses (African and International) make and receive payments in a convenient border-less manner.

We are recruiting to fill the position below:

Job Title: Customer Experience Intern

Location: Lagos
Job type: Internship

About the Customer Experience Internship Role

  • We are looking for a driven, passionate and committed individual to join the team as we grow and expand across Africa and beyond.
  • As our Customer Experience Intern, your primary responsibility will be to support the effective & efficient management of the Contact Center by providing first-level support to customers and ensuring resolution of complaints received across all channels. The role will also support the onboarding and customer retention initiatives.
  • **The Customer Experience Internship shall be for a minimum of one (1) year

Responsibilities include but are not limited to:

  • Act as the first contact person for all external customer queries and complaints
  • Build relationships, earn trust and buy-in from customers in order to get referral business, and retain customer loyalty.
  • Act as the first line of escalation for all customer complaints.
  • Respond to emails, social media queries, chats, web reviews, or phone calls as assigned.
  • Assist in ensuring the contact center is functioning at all times, documenting and reporting any interruption in service to the appropriate channel.
  • Assist in maintaining clear and open two-way channels of communication with other departments within the company.
  • Ensure all queries and complaints from existing and potential customers are effectively and promptly resolved within SLAs.
  • Examine pertinent information and determine the accuracy of customer issues and responsibility for resolution.
  • Ensure effective provision of answers to questions and inquiries from the public about Flutterwave’s products and services.
  • Cross-sell other products to customers
  • Carry out telephone survey calls.

Requirements
Desired skills and expertise:

  • Good verbal and written communication skills.
  • Ability to resolve customer’s queries.
  • Result oriented. Focuses on getting things finished.
  • Confidentiality
  • Good computer skills
  • Strong Influencing and Persuasive Skills.
  • Ability to handle pressure/conflict.
  • Self-motivated.
  • Team Player
  • Excellent Interpersonal Skills
  • Good problem-solving skills
  • Ability to work with minimal supervision.
  • Integrity and honesty

Other requirements:

  • Willingness to work on shifts (including weekends & public holidays)
  • Positive attitude
  • Willingness to switch roles within the team

Application Closing Date
Not Specified.


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