Job Description

LemFi (YC S21 (https://techcrunch.com/2021/08/31/this-yc-summer-batch-features-the-largest-group-of-african-startups-yet/)) is building the neo-bank for the African diaspora in North America & Europe & the UK. We provide our users with a multi-currency account that allows them to hold, send, and receive money from Africa in any currency for their business and personal banking needs.

Who you are:

You are a motivated and energetic person who would thrive in a fintech startup environment like ours. The teams here at LemFi are passionate about their work and fields of expertise but also lend hands-on cross-functional responsibilities to ensure the success of the company and the satisfaction of our clientele.

Job Summary:

We are looking for a people-friendly product support associate to join our team and help us deliver exceptional service to our card and credit customers. In this role, you will be an integral part of our customer service team, providing timely and accurate guidance and support to our card and credit customers. Your primary responsibility is to ensure prompt, courteous, and efficient service that exceeds customer expectations.

Responsibilities are as follows:

Provide exceptional customer service to card and credit customers via phone, email, and live chat. Address customer inquiries and issues promptly and accurately, ensuring a high level of customer satisfaction. Guide customers through the application and approval process for card and credit products. Handle complaints and provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Collaborate with other departments to resolve complex customer issues and improve the overall customer experience. Maintain up-to-date knowledge of company products, services, and policies to provide accurate information to customers. Document customer interactions, feedback, and issues in the customer relationship management (CRM) system. Identify and escalate priority issues to the appropriate channels.

Requirements:

Bachelor's degree in a related field Minimum of 2 years proven customer support experience or experience as a client service representative in the financial services industry. Familiarity with CRM systems and practices. Excellent communication and interpersonal skills. Ability to multitask, prioritise, and manage time effectively. Empathy and patience in handling customer concerns and complaints. Problem-solving skills with the ability to think on your feet and adapt to different situations. Knowledge of card and credit products is preferred. * Ability to work in a fast-paced environment and meet performance targets.