Associate, Sales Enablement (Third Party Onboarding) at Flutterwave

Our mission is to power a new wave of prosperity across Africa. By enabling global digital payments on a continent that’s been largely cut off from the digital economy, we’re creating the infrastructure to power Africa’s growth in the 21st Century. Founded in 2016 by a team of ex-bankers, entrepreneurs and engineers, we provide the underlying technology platform that allows businesses to make and accept payments anywhere in Africa. Our HQ is in San Francisco with offices in Lagos, Nairobi, Accra, and Johannesburg

The Role:

As an Associate, Sales Enablement (Third Party Onboarding) at Flutterwave, you will play a crucial role to our Enterprise prospective customers,  in providing exceptional customer support and technical assistance to our clients and users. Your primary responsibility will be to address inquiries, troubleshoot issues, and ensure that all customer interactions are handled professionally and efficiently. You will be an essential part of our mission to deliver a seamless and positive experience for our customers using Flutterwave's innovative financial technology solutions.

Responsibilities include but are not limited to:

Customer Support:

• Respond promptly to customer inquiries through various communication channels, including email, chat, and phone.
• Assist customers in navigating through technical issues, payment processing, account management, and other related matters.

Technical Troubleshooting:

• Diagnose and resolve technical issues reported by customers, ensuring a timely and effective resolution.
• Troubleshoot and provide solutions for problems related to payment processing, transaction discrepancies, account access, and more.

Issue Tracking and Documentation:

• Log all customer interactions, inquiries, and resolutions accurately in the support ticketing system.
• Maintain a comprehensive knowledge base of common issues, solutions, and best practices to facilitate consistent customer support.

Customer Advocacy:

• Act as a liaison between customers and internal teams, providing valuable insights from customer interactions to help improve our products and services.
• Advocate for customer needs and provide feedback on opportunities for enhancement or improvement.

Continuous Learning:

• Stay updated on Flutterwave's products, services, and new features to effectively assist customers.
• Continuously develop your technical knowledge and customer service skills to provide exceptional support.

Collaboration:

• Collaborate with cross-functional teams, including technical support, engineering, and product teams, to address customer concerns and contribute to ongoing improvements.

Required competency and skillset to be a waver

• Bachelor's degree in Business, IT, or a related field, or equivalent experience
• 2 – 3 years’ experience in a customer service or help desk role, preferably in the payments, online banking, and financial technology industries.
• Excellent communication skills, with a genuine passion for helping customers.
• Good problem-solving skills, with a genuine passion for helping customers.
• Proficiency in using customer support tools (Microsoft Excel, etc.), ticketing systems, and CRM software.
• Ability to work effectively in a fast-paced and dynamic environment.
• Attention to detail and ability to prioritize and manage multiple tasks simultaneously.

Method of Application