Lipa Later is a buy now, pay later platform that allows consumers to shop and pay for items in monthly instalments. Lipa Later is a Pan-African organization with a presence across Kenya, Uganda, Rwanda and Nigeria – with plans of opening new markets in the near future.

We are recruiting to fill the position below:

Job Title: Customer Service Agent

Location: Lagos
Employment Type: Full-time
Reports To: Head of Customer Success

About the Role

• Reporting to the Head of Customer Success, the CS agent will be part of Lipa Later Customer Service Team and will be responsible for all interactions with our customers.
• He/she is to ensure all of the questions, requests and issues of the customers are answered and solved in a professional way with customer centricity as our main driving force.

Responsibilities

• Attending to customers issues through inbound calls, social media platforms emails and chats.
• Customer management
• Customer retention strategy implementation.
• Provide product and service information to customers.
• Product pitches and education on our products to customers.
• Resolution and escalation of customer’s issues.
• Contract preparation
• Partner engagement
• Upsell & Cross sale products and services.
• Customer fulfillment and satisfaction
• Assistance in customer experience initiatives
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies.

Requirements

• Undergraduate Degree in Communications, Marketing, Advertising, Public Relations, Media Studies, Business and/or related fields.
• More than 4 years’ customer support experience or experience as a client service agent
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Exceptional fluency (speaking, reading, writing, and understanding) of French required.
• Ability to multi-task, prioritize, and manage time effectively.

Application Closing Date
16th March, 2022.