Customer Success at Cellulant Corporation

Job Description Cellulant is a digital payments business. We run an ecosystem of consumers, merchants and banks in which we facilitate payments and build value through the value-added services we layer on top. In building this ecosystem we serve different types of customers with different products, in a range that includes mobile banking products, mobile credit products, USSD, SMS, and digital content. We are currently serving merchants and banks across 10 countries, and a wide set of industriesSUMMARY The associate analyst serves as the primary point of contact for all our customers which involves continuously seeking solutions for current issues, proactively improving processes and tools to meet and maintain service levels and improve customer delight. They provide 1st level of customer support through ticketing, troubleshooting, and communication in adherence to the established service level agreements.Key Relationships: Service Desk, Operations Team, Engineering, Retail Marketing, Product, Brand, Sales, and A/C management. CORE RESPONSIBILITIES: Responding to emails/calls/chats/social media tickets from all customers with the view to resolving at first contact by providing a high level of customer service.Responsible and accountable for the troubleshooting, and tracking of incidents and requests from initial identification through to resolution, ensuring that appropriate categories for logging and escalating incidents and requests are used.Accurate ticketing for all issues while ensuring timely and proper communication to all stakeholders at all times.Timely escalation and follow-through of support issues. QUALIFICATIONS & EXPERIENCE:Must have experience: At least 2 years experience working within a busy call center environment.Degree in any relevant field of study. Experience that will count in your favor: Clear communication skills with fluency in English and a local language (lingua franca).Certification in customer service or prior training in customer service. Nice to have experience: Working knowledge of commonly used CRMs, and knowledge in Freshdesk CRM will be an added advantage. SKILLS: Strong decision-making and analytical abilities.Problem-solving skills.Ability to win in a highly collaborative environment.Highly developed sense of integrity and commitment to customer delight.Knowledge of customer service principles and practices.Excellent communication and interpersonal skills. Personal attributes: EmpathyClear Communication Skills (oral and written)Self-Control (Equanimity)PatienceEffective ListeningCreative Problem SolvingAbility to use positive language