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Customer Experience Manager

Lagos, Lagos, Nigeria
Full Time
Mid Level
About Seedstars

Seedstars is a global organization with headquarter in Switzerland and a presence in 80+ emerging markets. We are on a mission to impact people’s lives in emerging markets through technology and entrepreneurship. Our initiatives are focused on connecting stakeholders within these ecosystems, building tech companies from scratch and investing in the top entrepreneurs.

About InvoizPAID

InvoizPAID Nigeria is a high growth portfolio company of Seedstars, focusing on SME lending in all sectors. Our vision is to become the champion in SME lending for the common man in Nigeria while developing revolutionary fin-tech products that will change the whole conservative lending industry. Being a part of this ambitious project is what drives us every day and makes us achieve the best results for our clients and reach our ambitious goals.

About the Job

As an Experienced Customer Experience Manager (m/f), you will be responsible for all our clients especially both before and after they use our services. Your role is to help them have an easy and enjoyable experience with invoizPAID. You will work closely with the risk, business development and collections team. We believe a positive client experience impacts overall growth so you will have the complete autonomy to ensure that this is achieved.

Key Responsibilities

Set up customer communication channels including social media.
Ensuring customers queries are answered promptly and to customers satisfaction.
Using computerized systems to access the details of customers.
Follow-up with customers and also offer financial management counsel.
Work closely with the risk, business development and collections team.
Improve our internal and external processes.
Prepare reports on customer analytics for management.
Responding to Live chats and social media inquiry.

Your Profile

At least 2 years of professional experience in the ecommerce or financial sector.
Fluent in the English and clear communications skills (written and spoken).
A good grasp of finance.
Affinity for new tools and tech in general
Teamwork as well as the ability and willingness to find your way around in a dynamic environment.
Excellent time management skills.
Very good Excel skills.
Good understanding of all Social Media channels.
Must be able to use Live chat (Zendesk, Hubspot etc).
Ability to type fast and multitask.

Benefits and Perks

A steep learning curve in an innovative industry; including plenty of responsibility and conceptual freedom.
Extensive learning opportunities for personal and professional growth.
Fast track leadership opportunities in line with performance.
An international team of experts who inspire and support you.
Regular get-togethers, team building events, barbecues, and parties.
Typical Start-up perks: flexible working hours, company healthcare plan, pension scheme, etc.