Customer Experience Analyst
Customer Experience Analyst
Posted on :
09-04-2025
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1 Vacancy
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Job Description
Our client is a key player in the Fintech space. They have built a trusted payment infrastructure that allows consumers and businesses to make and receive payments conveniently and borderless. They currently have an opening for a Customer Experience Analyst in Lagos.
Job Summary
Support the effective & efficient management of customers by providing firstlevel support and ensuring adequate resolution of customer issues received from across channels. The role will also support customer onboarding and customer retention initiatives.
The ideal candidate must have relevant work experience a great work ethic and must enjoy interacting with customers and solving their issues.
Job Responsibilities
- Act as the first point of contact for all internal and external customer queries and complaints received via channels such as email social media chat phone calls etc.
- Ensure all queries and complaints from existing and new customers are effectively and adequately resolved within set SLAs (service level agreements)
- Provide relevant and appropriate answers to questions and inquiries from customers about the companys products and services
- Build trust loyalty and long last relationships with customers by understanding their pain points and resolving their issues no matter what
- Provide insights about customer feedback to internal stakeholders to allow for product and process improvements
- Maintain clear and open twoway communication with all internal teams to allow for great service for customers
- Ensure the contact center is always functioning.
- The document report and escalate any interruption in service to the appropriate channels
- Crosssell other products and services to customers
- Send out customer feedback surveys analyze results and share with CX and firm leadership
- Any other duty assigned by the CX Leadership
Competency and Skill Requirement
- Excellent written and verbal communication
- Aptitude ability and passion to solve customer queries
- Strong negotiation influence and persuasion skills
- Ability to deliver even in highpressure timesensitive situations
- Experience with contact center tools
- Ability to work in teams to deliver on set goals
- Resultoriented always focused on completing tasks on time accurately and efficiently
Education and Experience
- Minimum of B.A/BSc
- 13 years in a similar role within the Fintech or Banking Industry
Employment Type
Full Time
Key Skills
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