Customer Experience Analyst

5 days ago

Nairobi, Nairobi Area, Kenya Verto Full time 30,000 - 60,000 per year

At Verto, we're on a mission to democratise global finance and empower businesses in Emerging Markets to reach the world. Founded by British-Nigerian entrepreneurs Ola Oyetayo and Anthony Oduu, our roots in Africa provided a firsthand understanding of the significant challenges businesses face with cross-border payments, ranging from illiquid currencies and high fees to slow transactions. This deep-rooted insight is why Africa remains a core focus, as we're committed to bridging the gap between emerging and developed markets and fostering global economic growth.

What started as an FX solution for the Nigerian Naira has evolved into a market-leading platform, enabling thousands of businesses to seamlessly transfer billions of dollars annually. We believe that where you do business shouldn't determine your success or ability to scale. We're creating equal access to the easy payment and liquidity solutions that are already a given in developed markets.

We're not alone in realising this crucial need; we're backed by world-class investors including Y-Combinator, Quona, and MEVP. With Verto receiving the Milken-Motsepe Prize, appearing on CNBCs list of fastest growing UK companies, the Deloitte Fast 50 and Sifted's fastest-growing UK tech companies, we are building a seamless cross-border payment future. Join us as we continue to grow and transform global finance.

We are seeking a talented and motivated Customer Success Analyst to join our growing team.

What You'll Be Doing:

  • Respond to customer enquiries on intercom and adhere to service level agreements (SLAs) of 45 minutes for emails and 10 minutes for live chats/WhatsApps as well as inbound and outbound calls (Cloudtalk)

  • Investigate customer queries thoroughly, utilising internal platforms.

  • Provide clear, concise, and accurate responses to customer questions and concerns.

  • Handle and manage complaints within the given SLAs

  • Maintain a minimum CSAT score of 90% weekly.

  • Oversight of key processes regularly reviewing for efficiencies and enhancements

  • Address customer feedback and reviews, including reaching out to unsatisfied customers to resolve issues and encouraging positive Trustpilot reviews.

  • Handle audit requests by gathering data from our internal platform.

  • Follow ticket management procedures, including initial responses, follow-up communications, and ticket closure protocols.

  • This is an evening position shift with the timings being around 2:00pm to 11:00pm Kenya time.

What You Need:

  • Proven experience in a customer support role, preferably within the financial services or cross-border payments industry.

  • Excellent verbal and written communication skills.

  • Strong problem-solving abilities and attention to detail.

  • Ability to work effectively in a fast-paced environment and manage multiple tasks simultaneously.

  • A strong commitment to customer satisfaction.

*We will not be able to progress your application without all the above skills/qualifications

What We'd Like To See:

  • Experience handling complaints

  • Ability to navigate and utilise various communication platforms (Intercom, Cloudtalk, Freshdesk, CMS).

Diversity & Inclusion at Verto: Diversity & Inclusion at Verto: Verto is an equal opportunity employer and we value diversity. Anyone seeking employment at Verto is considered based on merit, competence, qualifications and their talent. We are proud to be a truly international team, and we do not discriminate in our hiring process.

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