Customer Success Agent Job at MFS Africa…See Details on how to apply for the opportunities available at MFS Africa.
MFS Africa is a pan-African fintech company that develops innovative value-added. The company works in close partnership with mobile network operators and financial institutions to bring simple and relevant financial services to un- and under-banked customers. services for mobile wallets.
- Customer Success Agent
Responsibilities:
- Respond to calls and tickets logged through the MFS Africa ticketing system.
- Consult system logs to investigate issues described in tickets.
- Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting, and explaining the best solution to solve the problem, expediting correction or adjustment and following up to ensure resolution.
- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users).
- Identify customer needs and help customers use specific features.
- Build sustainable relationships of trust through open and interactive communication.
- Document issue resolution to contribute to department reference and training.
Qualifications;
- Bachelor’s degree in Humanities, Statistics, or any analytical field of study.
- Certification in customer care-related courses is advantageous.
- Previous experience in the use of various service desk tools.
- Junior/Intermediate technical helpdesk experience, with network monitoring tools and methodologies advantageous.
- 1 to 2 years of experience in customer support or technical support.
