Customer Service Associate at AZA Finance – Lagos (Hybrid)

May 17, 2024

Job Description

AZA Finance is an established provider of currency trading and cross-border payment solutions that accelerate global access to frontier markets through an innovative infrastructure. By leveraging cutting-edge technology in our flagship products, AZA is able to significantly lower the cost and increase the speed of business payments to, from, and across frontier markets. We make international Payments, FX, and Treasury through our web and API platforms easier and better for enterprises doing business in Africa.

As the Customer Service Associate, you will be at the forefront of servicing our clients. Your role will entail maintaining and strengthening new and existing client relationships by providing excellent customer success. Customer Success is a critical point of contact for our customers who have questions, issues, or feedback, so we’re looking for an empathetic leader, with the relevant experience and skills, to help build the vision for excellent standards in client relationship management, and to help instill a customer-centric culture at AZA Finance. This is an exciting opportunity to help take Africa’s leading digital FX company to the next level.

Responsibilities

  • Help promote a customer-centric approach at the Company by setting high standards for client support, relationship management, and customer happiness
  • Effectively collaborate with key internal stakeholders – Sales, Finance/Trading, Customer Support, Compliance and Product
  • Support and improve the entire customer journey from onboarding to post-trade execution
  • Respond to client inquiries within defined SLAs
  • Handle any issues reported by clients and escalate when necessary
  • Proactive outreach to clients to ensure there is client retention and satisfaction
  • Assist in continuously deepening existing client relationships
  • Adhere to the SOPs and compliance standards set internally
  • Help identify and fix inefficiencies in current workflows and processes
  • Act as an effective liaison between AZA Finance and its clients, given you are the daily point of contact for the clients
  • Display a high level of emotional intelligence and step into a leadership role when required

Activities

Pre-Sales Communication

  • Respond to general inquiries and answer questions about products and services.
  • Direct incoming inquiries to the relevant team.
  • Contribute regional content to the Help/FAQ Page with procedures and steps for products and services

Technical Support/Troubleshooting

  • Respond to customer inquiries promptly by checking emails to attend support and trade messages and receiving calls on the Customer Service line.
  • Proactively monitor the system to ensure everything is working fine.
  • Communicate and report to the Tech Team when the product/services are down.
  • Communicate to the Finance Team to set the correct rates, help close incomplete transactions, or notify them of issues related to funding, float, rates, etc.
  • Monitor transactions and communicate any issues to the relevant team.
  • Raise queries with the Finance team for any transactions that have been sent to the wrong accounts.

Voice of the Customer / Product Feedback

  • Provide customer product feedback and product feature requests from the region to the Customer Service Manager.

Analytics/Reconciliation

  • Work with the Finance team to reconcile old transactions.

Requirements

  • A young professional who is ambitious and passionate
  • Ability to understand and help promote customer-centric vision
  • Excellent interpersonal, communication, and listening skills
  • Creative problem solver and sound decision-maker with the ability to work independently with minimal guidance
  • Excellent organizational skills with the ability to prioritize and multitask, when required
  • Strong attention to detail
  • Love helping customers and am able to maturely handle all customer temperaments
  • Advanced Microsoft Office and Google Suite Tools skills along with the willingness and ability to become familiar with Company-specific sales tools/software
  • Passionate about our mission to redefine how businesses make payments to, from, and within Africa
  • Willingness and ability to work weekends, when necessary
  • University degree
  • Experience working with Salesforce.com
  • Sense of ownership and pride in your performance and its impact on the company’s success
  • Critical thinking and problem-solving skills
  • Team player
  • Good time-management skills
  • Great interpersonal and communication skills.

Benefits

  • Great career development opportunities in a fast-growing Fintech Company.
  • Ownership: All team members are empowered to bring ideas and make a difference in a dynamic and casual work environment.
  • A competitive salary at every stage of your growth.
  • Workplace Pension contributions
  • 24 days of statutory paid annual leave in addition to local public holidays, plus an extra day for birthdays. Including 4 days for Christmas/New Year break.
  • Company funded private medical insurance: dental, medical, and optical services coverage based on your jurisdiction.
  • Performance Bonus & Equity Incentives Plan
  • Growth: Access to a personal growth budget (FTEs/PERM Only)
  • Mentor & Buddy Program
  • Complimentary breakfast, snacks and drinks
  • Team building and happy hours events
  • Employee mental health support
  • A one-time work-from-home allowance
  • Employee referral program.