Senior Associate, Sales Help Desk

Description

Flutterwave is a leading payment technology company that provides seamless payment solutions for businesses and individuals across Africa and beyond. Our mission is to simplify payments and empower businesses to succeed on a global scale.

The Role: As the Senior Associate, Sales Help Desk, you will be responsible for leading a team of help desk agents who handle inbound inquiries from potential customers. Your focus will be on providing exceptional customer service, ensuring timely responses, and effectively managing the team to meet customer satisfaction goals.

Key Responsibilities:

• Lead and manage the SMB and Enterprise Help Desk teams, ensuring efficient operations and high-quality customer service.
• Develop and implement strategies to optimize the customer inquiry handling process and enhance the overall customer experience.
• Monitor and manage the team's performance, setting clear goals and KPIs to achieve customer satisfaction targets.
• Provide guidance, training, and mentorship to help desk agents, fostering a culture of continuous learning and improvement.
• Serve as an escalation point for complex customer inquiries and issues, working closely with other teams to ensure timely resolution.
• Collaborate with Sales, Marketing, and Product teams to identify areas for process improvement and drive initiatives that enhance customer support.

Qualifications:

• Bachelor's degree in Business, Communication, or a related field.
• Minimum of 4 years of experience in customer service, help desk management, or a related role, preferably in the payment industry or a fintech environment.
• Strong leadership skills with experience managing and developing high-performing teams.
• Excellent communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels.
• Proven track record in driving customer satisfaction and delivering results in a fast-paced, customer-centric environment.
• Analytical mindset with the ability to use data to drive insights and make informed decisions.
• Knowledge of payment industry practices, products, and trends is highly desirable.

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