Customer Success Associate- Temporary Reliever

About this role

Umba, a Lagos-based neo bank, is seeking a temporary reliever for a Customer Success Associate. The role involves responding to customer inquiries promptly via email, chat and social platforms; onboarding new customers with product guidance; and coordinating with other departments to resolve issues and improve satisfaction. You will report to the Team Lead of Umba Customer Success.

What you would do

• Respond promptly and professionally to customer inquiries via email, chat, or social media platforms.
• Provide accurate information on products, services and policies to customers.
• Assist customers in troubleshooting technical issues with products or services through the team lead.
• Onboard new customers and provide training on product features and best practices.
• Resolve customer complaints and escalate complex issues to the appropriate channels for resolution.
• Collaborate with other departments such as sales, marketing and operations to address customer needs and improve satisfaction.

What they are asking for

• Bachelor's degree in Business Administration, Marketing or related field.
• Proven customer service experience in a fast-paced environment.
• Excellent verbal and written communication skills.
• Ability to multitask and prioritise tasks effectively.
• Strong problem-solving skills and a proactive approach to addressing customer needs.
• Familiarity with CRM software (e.g., Odoo) and customer success tools; experience with live chat support software and social media platforms.

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