Associate Analyst Customer Success

Our Mission:

Our Vision:

To create opportunities that accelerate economic growth for all of Africa.

To enable seamless payments across Africa for businesses, banks and consumers.

At Cellulant, we are not all that hung up on titles, but we know that it is important to one’s career and personal growth.

The title for this role is:

Associate Analyst: Customer Success

The role is located in:

Cellulant supports hybrid and remote working options.

Ghana

This particular area at Cellulant is led by:

Reports to: Supervisor: Customer Success

Your key relationship and stakeholders across the business are:

Key Relationships and Stakeholders:

• Service Desk
• Operations Team
• Engineering
• Retail Marketing.
• Product
• Brand
• Sales and a/c management

Here is a short description of the role and some high-level requirements:

The associate analyst serves as the primary point of contact for all our customers which involves continuously seeking solutions for current issues, proactively improving processes and tools to meet and maintain service levels and improve customer delight. They provide 1st level customer support through ticketing, troubleshooting, and communication in adherence to the established service level agreements.

Your core responsibilities in this role will include the following:

We strive to keep things simple yet connected, so expect to be stretched and challenged to work outside of your comfort zone and core tasks from time to time.

• Responding to emails/calls/chats/social media tickets from all customers with the view to resolve at first contact by providing a high level of customer service.
• Responsible and accountable for the troubleshooting, tracking of incidents and requests from initial identification through to resolution, ensuring that appropriate categories for logging and escalating incidents and requests are used.
• Accurate ticketing for all issues while ensuring timely and proper communication to all stakeholders at all times.
• Timely escalation and follow through of support issues.

To be successful in this role, it will be to your advantage to have some of the following knowledge and experience:

Must have experience:

• At least 2 years’ experience working within a busy call center environment.

Experience that will count in your favor:

• Clear communication skills with fluency in English and a local language (lingua franca).
• Certification in customer service or prior training in customer service.

Nice to have experience:

• Working knowledge of commonly used CRMs, knowledge in Freshdesk CRM will be an added advantage.

We are intent on creating opportunities for all of Africa and we do so with passion, focus and intellect; therefore the following qualifications, skills and personal attributes will be highly advantageous

Qualification:

• Degree in any relevant field of study

Skills:

• Strong decision making and analytical abilities.
• Problem solving skills.
• Ability to win in a highly collaborative environment.
• Highly developed sense of integrity and commitment to customer delight.
• Knowledge of customer service principles and practices.
• Excellent communication and interpersonal skills.

Personal attributes:

• Empathy
• Clear Communication Skills (oral and written)
• Self-Control (Equanimity)
• Patience
• Effective Listening
• Creative Problem Solving
• Ability to use positive language