Customer Support Associate
Customer Support Associate
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Job Description
Please note: in order to be considered for the role it is mandatory to fill this 10minute online assessment.
We have support tooling and initial processes in place but the efforts are currently dispersed across team members. We are looking for someone who will own support endtoend incl. determining the KPIs how to triage tickets implementing automation and much more. On top of actioning on the tickets (together with relevant team mates). As a customerfacing team member we expect you to understand the company s wider goals and adjust our support efforts to be in line with that.
On a daily basis you will:
- Own the ticket resolution time
- Solve customer issues & communicate with them
- Help customers help themselves
- Triage tickets taking into account customer needs & company goals
- Analyze data about our tickets to come to actionable insights to improve customer support
- Research & implement automation opportunities
- Work closely with other operations team members to improve the customer experience
Requirements
We only select candidates that fit our primary criteria for success as a Customer Support Associate at Kwara:
- Ownership: you don t wait for a linemanager to give you instructions; rather you dive right in and take endtoend ownership over your work
- Eager to learn: you are curious you identify the gaps in your knowledge and you take initiative in filling those gaps
- Lover of process: you get excited about running a tight ship with as much automation as possible
- Maturity: you are confident about your capabilities communicate clearly and come across cool and collected
Our interviews and case studies are designed to test you actively for this. You should only apply if you are ready for an intense interview process including a takehome assessment and an inperson session at the Kwara House in Lavington which requires preparation roleplay and active engagement with our Leadership team.
We also care about the below secondary requirements:
- Bachelors degree
- At least 3 years of work experience
- Experience with Customer Support and/or automation tooling
- Excellent verbal and written communication skills English and Swahili
- Detailoriented even in repetitive processes
- Strong data analytics skills
Please note: in order to be considered for the role it is mandatory to fill this 10minute online assessment.
Benefits
We can tell you all about the insurance (outpatient inpatient) company laptop office lunches and sports days but let s be honest: if you are the perfect customer support associate you care about your own professional growth. This is why Kwara is the perfect fit for you:
- Professional growth: unlimited learning budget and extensive training by peers and the leadership team. The leadership team will coach you on SACCO knowledge stakeholder management data analytics and process automation. Your team mates can attest to the rapid pace of making promotions at Kwara.
- Great culture that is conducive to growth: we are a nonhierarchical open and honest organization. Our company values are (1) Olympic Mindset (2) User Obsessed and (3) Strength in Diversity; we constantly evaluate ourselves to ensure that we live up to them.
- Rewarding the value that you bring: the salary range for this role is KSh7090k.
Please send in your application by December 1 2024.
Employment Type
Full Time
Company Industry
Financial Services / Insurance Agencies and Brokerages / Investment Banking
