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) to make and receive payments in a convenient borderless manner.

The role: The Analyst, Customer Experience at Flutterwave will be responsible for supporting the effective & efficient management of customers by providing first-level support and ensuring adequate resolution of customer issues received from across channels. The role will also support customer onboarding and customer retention initiatives. The ideal candidate must have relevant work experience, a great work ethic, and must enjoy interacting with customers and solving their issues.

In this role you will:

Act as the first point of contact for all internal and external customer queries and complaints received via channels such as email, social media, chat, phone calls, etc.
Ensure all queries and complaints from existing and new customers are effectively and adequately resolved within set SLAs (service level agreements)
Provide relevant and appropriate answers to questions and inquiries from customers about Flutterwave’s products and services
Build trust, loyalty, and long last relationships with customers by understanding their pain points and resolving their issues no matter what
Provide insights about customer feedback to internal stakeholders to allow for product and process improvements
Maintain clear and open two-way communication with all internal Flutterwave teams to allow for great service for customers
Ensure the contact center is always functioning. Document, report, and escalate any interruption in service to the appropriate channels
Cross-sell other Flutterwave products and services to customers
Send out customer feedback surveys, analyse results and share with CX and firm leadership
Ensure personal information of customers, employees, and other individuals the company conducts business with is processed and protected in line with applicable data privacy policies, privacy laws, and global best practices
Any other duties assigned

Required competencies and skills to be a waver

Minimum 1-2 years in a similar role within the Fintech or Banking Industry
Excellent written and verbal communication
Aptitude, ability and passion to solve customer queries
Strong negotiation, influence, and persuasion skills
Ability to deliver even in high-pressure, time-sensitive situations
Experience with contact center tools
Ability to work in teams to deliver on set goals
Excellent interpersonal skills
Ability to work with minimal supervision
Integrity and honesty

Other requirements:

Must be willing to work on shifts (including nights, weekends & public holidays)
Willingness to switch roles within the team per the needs of the business

Application Process

While we are not hiring immediately, joining our talent pipeline ensures that you are first in line for future opportunities at Flutterwave. Candidates in the pipeline will go through preliminary assessments, and when a suitable role opens up, you will be the first to know.

*This role will be outsourced, however day to day operations will be handled by Flutterwave

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