Job Description
Who we are
There are 2B adults worldwide that don’t have a bank account. 2B. That’s ~40% of the world’s adult population. 350M of these live in Sub Saharan Africa. They are hardworking, young, connected adults that are invisible to the traditional banking system. Fido is changing that. We are building a borderless digital bank so that everyone can access financial products like credit, savings, and payments that make lives easier and better.
Want to be an early employee in a unique consumer brand? Want to do work that has an impact on society? Join us. We build consumer products that are powered by a magical cocktail of real time mission critical ML models, behavioral psychology and financial engineering. We promote meritocracy, decide fast and commit, and worship data.
What will you do?
- Manage large numbers of inbound and outbound calls in a timely manner
- Respond appropriately to customers' emails.
- Validate customer data and documents and other KYC requirements for decision making
- Follow communication “scripts” when handling different topics.
- Identify customers’ needs, clarify information, investigate and provide relevant solutions.
- Seize opportunities to upsell the company's product when they arise.
- Build sustainable relationships and engage customers by going the extra mile.
- Keep records of all conversations in our call center database in a comprehensible way
- Meet personal/team qualitative and quantitative targets.
- De-escalate situations involving dissatisfied customers, offering patient assistance and support.
- Guide customers through troubleshooting and using products or services.
- Collaborate with other Team members to improve customer service.
- Diligently perform other official tasks assigned to you.
Qualification and Requirements:
- Bachelor’s Degree/HND qualification
- Proficiency in Microsoft Office Applications, ability to use excel in generating reports is a plus
- Strong written and verbal communication
- Great active listening skills
- Exceptional interpersonal and rapport building skills
- A patient and empathetic attitude
- Strong time management and organizational skills
- Adaptability and flexibility
- Ability to work in a fast-paced environment
- Unquestionable integrity in handling sensitive and confidential information
- Experience working with a helpdesk management tool (Zendesk, Freshdesk, etc.) will be an added advantage.
- Comfortable working during the weekend.
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