At Finplus, our customer-first culture means that maintaining maximum levels of customer satisfaction while nurturing a great relationship with our customers is our single highest priority. Our Customer Success Representatives (CSRs) will act as a constant connection with our customers to ensure we achieve this goal. This will involve among other things, providing all kinds of product/services information when it is needed and resolving any developing problems that our customers might face with empathy, precision and competence.
The best CSRs are genuinely delighted to help customers. They’re tolerant, empathetic, and intensely communicative. They love to talk. Customer success representatives can put themselves in their clients’ shoes and advocate for them when necessary. Customer feedback is priceless, and our CSRs can gather it for us. Problem-solving also comes naturally to customer care specialists. They’re confident at troubleshooting and investigate if they don’t have enough knowledge to fix the problem.
Your goal will be to ensure exceptional service standards and sustain high customer satisfaction.
Responsibilities
Handle incoming calls and support queries from customers
Identify and evaluate customers’ needs to deliver satisfaction
Build sustainable relationships of trust through open and interactive discussion
Provide accurate, valid and comprehensive information by using the right methods/tools
Reach personal/customer success team targets and incident handling quotas
Manage complaints, provide proper solutions and options within the incident handling time limits; follow up to secure resolution
Keep records of customer interactions, process customer accounts, and file documents
Follow communication procedures, guidelines, and policies
Go the extra mile to delight customers
Produce sales leads from existing customers as well as new prospects
Requirements
Proven customer support experience or experience as a client service representative (3+ years ideal)
Clear track record of not just reaching, but exceeding quota requirements
Strong phone administration skills and active listening capabilities
Experience with CRM systems and practices
Customer orientation and capacity to adapt/respond to different types of characters
Exceptional communication and presentation skills
Ability to multi-task, prioritize, and control time effectively
Fluent in English, Swahili (French and other languages are a plus)
Diploma or Degree in a relevant field
