Customer Experience Associate - Hybrid
Customer Experience Associate - Hybrid
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Job Description
HitchPay is a fastgrowing fintech company revolutionizing digital payments in Africa. We offer seamless financial solutions including bill payments crossborder transactions virtual cards and investment opportunities. Our mission is to empower individuals and businesses with secure efficient and innovative financial services.
Role Overview
We are looking for a Customer Experience Associate who is passionate about delivering an exceptional customer experience. This role involves engaging with customers across multiple channels including live chat email and phone support to resolve inquiries efficiently. The ideal candidate has experience in customer support within fintech digital banking or payments and possesses strong problemsolving skills empathy and a customerfirst mindset.
Requirements
Key Responsibilities
Customer Support & Issue Resolution:
- Handle customer inquiries via live chat email and phone in a timely and professional manner.
- Troubleshoot and resolve customer issues related to transactions accounts payments and HitchPay products.
- Provide stepbystep guidance to customers on using our platform and services.
- Escalate complex issues to the appropriate team while ensuring a seamless customer experience.
Customer Engagement & Satisfaction:
- Actively listen to customer concerns and provide clear empathetic solutions.
- Ensure all customer interactions reflect HitchPay s brand values of trust transparency and efficiency.
- Identify customer pain points and suggest improvements to enhance the overall user experience.
Process Improvement & Reporting:
- Document customer interactions and issues in our CRM system.
- Analyze trends in customer queries and provide insights to the product and operations teams.
- Collaborate with crossfunctional teams to optimize customer support processes and develop FAQs and help articles.
Requirements
Employment Type
Full Time
