Customer Experience Intern

Full Time @Flutterwave in Support Email Job
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Job Description

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) make and receive payments in a convenient border-less manner. We are recruiting to fill the position below: Job Title: Customer Experience Intern Location:Lagos Job type: Internship About the Customer Experience Internship Role – We are looking for a driven, passionate and committed individual to join the team as we grow and expand across Africa and beyond. – As our Customer Experience Intern, your primary responsibility will be to support the effective & efficient management of the Contact Center by providing first-level support to customers and ensuring resolution of complaints received across all channels. The role will also support the onboarding and customer retention initiatives. – **The Customer Experience Internship shall be for a minimum of one (1) year Responsibilities include but are not limited to: – Act as the first contact person for all external customer queries and complaints – Build relationships, earn trust and buy-in from customers in order to get referral business, and retain customer loyalty. – Act as the first line of escalation for all customer complaints. – Respond to emails, social media queries, chats, web reviews, or phone calls as assigned. – Assist in ensuring the contact center is functioning at all times, documenting and reporting any interruption in service to the appropriate channel. – Assist in maintaining clear and open two-way channels of communication with other departments within the company. – Ensure all queries and complaints from existing and potential customers are effectively and promptly resolved within SLAs. – Examine pertinent information and determine the accuracy of customer issues and responsibility for resolution. – Ensure effective provision of answers to questions and inquiries from the public about Flutterwave’s products and services. – Cross-sell other products to customers – Carry out telephone survey calls. Requirements Desired skills and expertise: – Good verbal and written communication skills. – Ability to resolve customer’s queries. – Result oriented. Focuses on getting things finished. – Confidentiality – Good computer skills – Strong Influencing and Persuasive Skills. – Ability to handle pressure/conflict. – Self-motivated. – Team Player – Excellent Interpersonal Skills – Good problem-solving skills – Ability to work with minimal supervision. – Integrity and honesty Other requirements: – Willingness to work on shifts (including weekends & public holidays) – Positive attitude – Willingness to switch roles within the team

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