Customer Experience Associate

Lagos /
Customer Experience /
Full time
About Umba
Our mission is to make banking free across Africa, empowering our customers to control their financial lives by ensuring financial services are affordable, efficient, and widely available.
We are pursuing a once-in-a-generation opportunity to revolutionize financial services in Africa-lowering the cost and increasing the reach of banking while serving the next billion mobile consumers that are coming online
We are passionately customer-centric, delivering mobile banking with an exceptional user experience.  We leverage advanced machine learning to allow us to create intelligent, affordable financial products for emerging markets where credit is not widely available
Headquartered in San Francisco, and growing rapidly in Mexico, Nigeria, and Kenya-Umba launched in the Nigerian market and is expanding quickly into additional markets. We offer a broad range of digital banking products to our customers through Android and iOS apps and have a culture of exceeding customer expectations which have generated explosive growth.
We are looking for exceptional talent but also for people that share our vision, drive, and sense of mission.   Come join us to build the biggest neo-bank in Africa.

Job description
Respond to incoming customer requests through the Zendesk platform
Provide quick, professional, precise resolution to customer issues/questions
Problem solve, every day at Umba new problems present themselves, our customer experience team are champions at providing resolutions to complex customer queries
Demonstrate an advanced knowledge of our products to our customers
Help us continue to build a world class Customer Experience team

Skills and Qualifications

    • Proficient computer skills and tech-savvy
    • Excellent communication skills both verbal and written required
    • At least 3 years of previous customer service experience (Zendesk experience is a huge bonus)
    • A proactive approach to work, the ability to find solutions to difficult problems
    • Ability to work at our HQ in Kilimani, Nairobi
    • References to previous positions
    • Ability to work in a collaborative team environment
Work status
Must live and be able to legally work in Kenya
This is a full time salaried, any applicant must be able to work 35-40 hours week