Customer Experience Associate

Company Overview: 

PayAngel is a leading multinational FinTech company committed to delivering innovative financial solutions to customers worldwide. We prioritize excellent service and customer satisfaction, aiming to redefine the delivery of financial services. As we grow and expand, we are seeking a talented Customer Experience Associate to join our Customer Experience team. 

Key Responsibilities/Duties Include: 

• Engage with PayAngel customers daily to resolve issues/queries, and offer advice 
• Proactively contact customers to offer resolution to outstanding queries/issues, identify/discuss potential customer needs/opportunities 
• Managing difficult situations with customers and providing them with a resolution, information or additional options. 
• Ensure quick and proper response to all reasonable customer requests. Refer to colleagues/managers, as appropriate. 
• Be knowledgeable and keep current on PayAngel’s various products & service offerings, processes, markets etc. to close any gaps in knowledge and enable effective resolution of customer queries/issues. 
• Have an understanding/working knowledge of the basic regulatory/compliance requirements of the Payments Industry required for this role. 
• Strong computer/technical proficiency and understanding of proprietary systems and processes to support successful customer engagement. 
• Maintains the highest level of confidentiality with all information obtained. 
• Participate in Marketing and Business Development activities 
• Providing additional support to the Business on projects as identified and assigned Management. 
• Process outstanding money transfers. 

Major Skills and Competencies required are: 

• Excellent Communication (Verbal & Written & Listening) 
• Confidence and Presentation skills 
• Ability to take Initiative in investigating and resolving Customer issues/queries 

• Strong understanding and interest in PayAngel products, services, markets, and processes 
• Strong computer/IT Proficiency, with the ability to Adapt Quickly to New Technology, Proprietary Systems and Processes 
• Strong Teaming Skills/ability to work in a team-based environment. 
• Strong Organizational and Time management skills 
• Ability to Explain Complex Information clearly and simply 
• Ability to put together Comprehensive and Cohesive reports on Customer interactions, Internal Processes etc. 
• Attention to Detail 
• Honest, Trustworthy, Driven and Motivated to succeed in the assigned role 

Minimum Requirements: 

• BA/BSc. degree from a recognized University 
• At least two years’ work experience in a similar role (Project Management/Product Management/Relationship Management are similar roles that will be considered; A Master’s degree from a recognized university may be considered in lieu of Work Experience) 
• Proficiency Microsoft Office Suite – Word, Excel, PowerPoint 
• Strong Computer/IT Proficiency and quick adaptability to new technologies, proprietary systems and processes. 
• Prior Experience in the Financial Services Industry is a plus 
• Multilingual skills are a plus (English, French & African dialects – Twi, Ewe, Ga, Yoruba, Igbo, etc.) 

Working Arrangement 

• Requires an individual capable of working flexible hours including days, evenings, holidays and weekends. 
• Requires working in a shift system with team members around the clock 

To apply, please submit your resume through our career page portal. We appreciate your interest in joining our team, but only shortlisted candidates will be contacted for further consideration. 

PayAngel  

www.payangel.com