Night Shift Customer Support Officer

Your Mission

Simple enough: ensuring customer satisfaction.

We are on a mission to grow in Ethiopia, we are looking for a passionate Customer Support Officer to help us do something bold, challenging, and rewarding. If you are passionate about driving customer satisfaction, enjoy building strong client relationships, and excel in a fast-paced environment with shifting priorities, we want to hear from you.

The Night shift Customer Support Officer  (minimum two years’ experience in customer Services, marketing, sales and similar tasks) is expected to actively seek out and engage customer prospects. In this role, you will identify client needs, involves assisting customers with inquiries, resolving issues, and ensuring satisfaction through effective communication and problem-solving, often via phone, email and in person.

About You

Enthusiasm for Fintech; willing to work in night shift , Experienced customer service , problem solving,  sales skills; Listener; marketing.

About Chapa

Chapa Financial Technologies S.C (https://chapa.co) is an online payment gateway that empowers small businesses and large merchants to accept online or offline payments from their customers via our APIs. The company primarily focuses on securely solving payments-related problems for ambitious businesses and governmental organizations in developing countries, mainly Ethiopia.

Key Responsibilities:

·        Answering Customer Inquiries: Providing prompt and accurate information about products, services, and procedures. 

·        Troubleshooting and Problem Solving: Identifying and resolving customer issues, escalating complex cases when necessary. 

·        Handling Complaints: Addressing customer concerns professionally and empathetically, aiming for resolution. 

·        Maintaining Product Knowledge: Staying up-to-date on company products, services, and policies. 

·        Documentation: Keeping accurate records of customer interactions and resolutions. 

·        Communication: Communicating effectively with customers and colleagues, both verbally and in writing. 

·        Following Procedures: Adhering to company policies and procedures when handling customer requests and issues. 

·        Upselling and Cross-selling: Identifying opportunities to promote additional products or services. 

Essential Skills:

·        Strong Communication Skills: Ability to clearly and concisely convey information to customers. 

·        Problem-Solving Skills: Ability to identify and resolve customer issues efficiently. 

·        Empathy and Patience: Ability to understand and address customer concerns with patience and understanding. 

·        Customer Focus: Ability to prioritize customer needs and satisfaction. 

·        Time Management: Ability to handle multiple tasks and meet deadlines. 

·        Adaptability: Ability to adjust to changing situations and customer needs. 

·        Positive Attitude: Maintaining a positive and professional demeanor in all interactions. 

Preferred Skills:

·     Knowledge of the digital payments’ ecosystem and emerging fintech trends.

·  2 years’ Experience working with B2B and B2C clients.

Qualifications:

·        Bachelor’s degree in Business, Marketing, or a related field (or equivalent experience).

·        Familiarity with fintech, payment gateway, or SaaS sales techniques.

·        Ability to work independently and collaboratively within a team.

Benefits

Competitive salary and free lunch & coffee, transportation facility ( night shift).