ABOUT CELLULANT
Cellulant is a pioneering B2B payments technology company based in Africa that powers payment processing for thousands of businesses. Through a single, simple connection, our payment platform - Tingg - enables businesses to disburse funds and manage their offline or online collections while allowing their customers to pay via mobile money, local and international cards or direct bank payments.
With local acquiring in over 30 markets and supporting 300+ payment methods, Cellulant processes over 240 million transactions annually for market leaders in various sectors such as Airlines, Telecoms, E-commerce, Ride-Hailing, Retail and Remittances.
OUR STORY
Since our founding in 2003, Cellulant has evolved from a digital content provider into a leading payments platform with a presence in 35 African countries. For more than 20 years, we've built a robust network that integrates multiple payment methods, addressing the unique challenges of Africa’s diverse payment landscape.
We began selling ringtones as a digital content business and quickly realised the need for a more streamlined way to manage payments. This realisation led us to develop a platform that initially allowed customers to check their bank balances and eventually evolved into a comprehensive payment solution. Our journey has seen us partner with more than 1000 businesses, including some of the largest banks and mobile money providers on the continent.
Throughout the years, we've continuously adapted and grown, leveraging our experiences to simplify payments for businesses and consumers alike. Today, Cellulant powers online and offline payment processing allowing businesses to collect payments, send payouts, and accelerate business growth. We’re the payment fabric that makes interoperability possible and stitches Africa together for the global economy.
OUR VISION:
To create a connected world where businesses move money as easily as they share ideas.
Read more about us and our leadership team .
Role Overview:
As a Customer Success Specialist, you will play a key role in ensuring seamless client onboarding, training, and issue resolution, contributing to an outstanding customer experience for Silver-tier customers. This role is perfect for someone who is customer-focused, proactive, and eager to learn. You will onboard new clients, conduct product training, and provide first-line support, ensuring that our Silver-tier customers receive timely assistance and maximize the value of our solutions. Additionally, you will work closely with internal teams to enhance service quality and drive customer satisfaction.
This role will focus on merchants in the Silver tiers, ensuring that service delivery and operational efficiency align with business goals.
Key Responsibilities:
Onboarding & Training
- Manage the end-to-end onboarding process for new Silver-tier customers.
- Conduct in-depth training sessions to drive product adoption for customers on Cellulant products (Tingg, Float Management).
- Ensure at least 93% of merchants complete onboarding within defined SLAs.
Customer Engagement & Support
- Act as a trusted point of contact for customer inquiries, ensuring timely responses and resolution.
- Monitor and track issue resolution time, with a goal of resolving 90% of cases within 24 hours.
- Ensure Support Ticket Resolution Time is within SLA.
- Regularly engage with customers through scheduled check-ins, addressing any concerns and providing assistance.
- Track and ensure delivery of Root Cause Analyses (RCA) within SLA.
- Maintain and update a weekly customer issue tracker.
- Ensure clients are engaged in regular Weekly, Monthly, and Quarterly business reviews.
Service Quality & Internal Collaboration
- Support weekly and bi-weekly CS internal meetings to review service quality and resolve key issues.
- Collaborate with internal teams to compile and deliver quality service reports to stakeholders.
- Follow up with operations on Settlements & Reconciliation to ensure smooth transactions.
- Monitor Customer Health Score, including adoption, usage, transaction success rates, and customer satisfaction (QOS).
- Track valid contracts in the customer base to ensure compliance and retention.
- Identify trends and recurring issues, providing insights to improve customer experience.
Key Attributes & Experience:
- Customer-Focused Mindset – Passion for delivering excellent customer service and enhancing customer experiences.
- Basic Product & Industry Knowledge – Understanding of Cellulant operations, products, and customer industries.
- Strong Communication & Interpersonal Skills – Ability to engage with customers, explain product features clearly, and escalate issues when necessary.
- Proactive & Problem-Solving Approach – Willingness to take initiative and find solutions for customer challenges.
- Growth-Oriented & Adaptable – Eager to learn, grow, and thrive in a fast-paced environment.
- Team Player – Ability to collaborate effectively with cross-functional teams to improve service delivery.
KPIs:
- Customer Retention Rate: Achieve a retention rate of 90% or higher by focusing on consistent value delivery.
- Customer satisfaction (CSAT) score: Maintain an average CSAT score of 85% or higher across all customer Interactions
- Onboarding success Rate: Ensure 95% or new customers complete the onboarding process within the first 30 days and are set up for success.
- Net Promoter Score (NPS): Aim for an NPS of 70 or above, indicating strong customer loyalty and willingness to recommend our products and services
- Customer Expansion: Drive a 15% increase in upsell and cross-sell opportunities through a deep understanding of customer needs and product fit
- Customer Health Score incl. adoption, usage, transaction success rates, and satisfaction. (QOS)
- Ticket Resolution within defined SLAs
WHY WORK FOR US?
At Cellulant, transforming payments in Africa isn't just a job; it is our mission. We believe by simplifying the way people pay and get paid; we are accelerating businesses, opening up markets, bridging wealth gaps and connecting Africa to the global economy.
Some exciting things about us...
- We have an Extensive Footprint: We have an office presence in over 10 countries, and our products serve 35 countries across Africa with a global workforce of about 300 employees.
- We believe that innovation is at the Heart of Fintech: Thousands of companies use our technology to deliver seamless payment experiences. Our customers range from various sectors such as Airlines, Telecoms, E-commerce, Ride-Hailing, Retail, to Remittances.
- We Support a Diverse and Inclusive Workforce: We focus on the growth and development of our employees through well-developed, individualised career paths ensuring you reach your full potential in a supportive and delivery-oriented environment.
- We Put our Employees First: We offer market-related compensation, generous personal time off and, markets permitting, medical and life insurance benefits.
- We Seek Collaborative Builders: At Cellulant, we believe that great ideas happen when we come together. We, therefore, nurture a collaborative work environment that challenges, engages and empowers each person to contribute to the growth and success of the business.
- We Solve for Africa’s Digital Economy: We’re solving payment challenges on the continent to create opportunities and accelerate economic growth for all of Africa.