Job Description

LemFi is a fast-growing financial technology company committed to providing innovative lending solutions and exceptional customer service to individuals and businesses across Nigeria. With a focus on accessibility, transparency, and affordability, we offer a range of digital lending products, including personal loans, business loans, asset financing, and more. Our mission is to empower our customers to achieve their financial goals and aspirations by providing convenient, flexible, and reliable financial solutions. As part of our dedication to customer satisfaction, we are seeking a talented and passionate Customer Support Specialist to join our team.

Position Overview:

We are currently seeking a Customer Support Specialist to join our Customer Experience team at LemFi. As a Customer Support Specialist, you will be responsible for delivering best-in-class customer service and support to our clients through various communication channels, including phone, email, chat, and social media. You will serve as the first point of contact for customer inquiries, concerns, and requests, and work proactively to resolve issues, answer questions, and aid ensure a positive customer experience.

Key Responsibilities:

1. Customer Service Excellence: Provide timely and professional assistance to customers via phone, email, chat, and social media channels. Address customer inquiries, concerns, and requests promptly and courteously, and strive to exceed customer expectations in every interaction.
2. Issue Resolution: Troubleshoot customer issues, complaints, and escalations effectively, and work collaboratively with cross-functional teams to identify root causes and implement solutions. Escalate complex issues to appropriate stakeholders for resolution, and follow up to ensure timely resolution and customer satisfaction.
3. Product Knowledge: Develop a deep understanding of LemFi's products, services, policies, and processes. Educate customers about our products and services, explain loan terms and conditions, and provide guidance on loan application procedures, repayment options, and account management.
4. Communication Skills: Communicate clearly, concisely, and effectively with customers, colleagues, and third-party partners. Use active listening skills to understand customer needs and concerns, and tailor responses to provide relevant and accurate information.
5. Technical Support: Assist customers with technical issues related to our website, mobile app, and online loan application process. Troubleshoot technical problems, provide step-by-step instructions, and escalate unresolved issues to our IT or technical support teams for further assistance.
6. Compliance and Quality Assurance: Adhere to regulatory requirements, company policies, and service level agreements (SLAs) in all customer interactions. Maintain accurate records of customer interactions, transactions, and resolutions in our CRM (Customer Relationship Management) system, and ensure compliance with data protection and privacy regulations.
7. Customer Feedback and Insights: Gather and analyze customer feedback, suggestions, and insights to identify trends, opportunities, and areas for improvement. Share feedback with relevant departments to inform product enhancements, process improvements, and service innovations.
8. Training and Development: Stay updated on industry trends, best practices, and emerging technologies in customer service and support. Participate in ongoing training, coaching, and professional development programs to enhance your skills, knowledge, and effectiveness as a Customer Support Specialist.

Qualifications:

• Bachelor's degree in Business Administration, Communication, Psychology, or a related field.
• Minimum of 2 years of experience in customer service, customer support, or a similar role, preferably in the financial services or fintech industry.
• Strong verbal and written communication skills in English and any other local languages.
• Excellent interpersonal skills, with the ability to empathize with customers and build rapport effectively.
• Problem-solving mindset, with the ability to think critically, analyze situations, and propose solutions.
• Proficiency in using customer support software, CRM systems, and productivity tools.
• Ability to work independently, multitask, and prioritize tasks in a fast-paced environment.
• Flexibility to work rotating shifts, including evenings, weekends, and holidays, as needed.