Customer Care Officer at Moniepoint Inc

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Moniepoint Inc, (formerly TeamApt Inc) is a fintech company founded by Tosin Eniolorunda in 2015 that is focused on providing financial solutions for businesses.

Moniepoint is a financial technology company digitizing Africa’s real economy by building a financial ecosystem for businesses, providing them with all the payment, banking, credit, and business management tools they need to succeed.

Applications are invited from interested and qualified candidates to apply for the role of customer care officer at Moniepoint Inc.

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Customer Success Officer

Job Specifications:

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Job Description:
  • The Customer Success Representative is responsible for developing customer relationships that promote retention and loyalty, ultimately improving customer lifetime value and reducing churn.
  • The customer success representative is the first port of call for customers and should be the internal advocate for the customer working with the various teams to ensure quick resolution of customer issues and provide suggestions on how the customers experience can be further optimized based on analysis of the issue log or customer requests.

Responsibilities

  • Identify and assess customers’ needs to achieve satisfaction
  • Build sustainable relationships and trust with customer accounts through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Meet personal/customer service team
  • sales targets and call handling quotas
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure the resolution
  • Keep records of customer interactions, process customer accounts, and file documents
  • Follow communication procedures, guidelines, and policies
  • Take the extra mile to engage customers.
Qualifications and Requirements:
  • Proven customer support experience or experience as a Client Service Representative
  • Strong phone contact handling skills and active listening
  • Familiarity with CRM systems and practices
  • Customer orientation and ability to adapt/respond to different types of characters
  • Excellent communication and presentation skills
  • Ability to multi-task, prioritize, and manage time effectively
  • Must be resident in Kaduna State, Nigeria
  • Bachelors Degree.


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HR Business Partner

Job Specifications:

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Job Description:
  • The HR Business Partner works with business leaders to establish creative, strategic people programs and solutions that promote people-focused culture, address organizational challenges and achieve business goals.
  • This individual is very collaborative as they advise our business leaders in people-related areas including; employee engagement, training/mentoring leaders at all levels, performance management, regulatory compliance and employee relations.
  • The HRBP will also work with HR centers of excellence (COE) and other internal customers to influence and implement people-related programs.

Duties & Responsibilities

  • The role is generally remote but the HRBP must be resident in Lagos and be willing to periodically visit the Moniepoint offices in Lagos.
  • Understand the strategic objectives and operations of designated Strategic Business Units and provide integrated and timely solutions to their human resources-related needs.
  • Anticipate and resolve employee relations issues before they impact the business by continuous engagement with relevant line managers and State Coordinators.
  • Manage the lifecycle of Business Relationship Managers, State Coordinators and other employees in the designated Strategic Business Units from onboarding to exit.
  • Plan and maintain a manpower database of State Coordinators and Business Relationship Managers in designated Strategic Business Units.
  • Manage complex employee relations issues and address grievances and conflicts.
  • Analyze sales and industry trends and metrics in partnership with the HR team to develop solutions, programs and policies for designated Strategic Business Units.
  • Develop in-depth knowledge and stay abreast of labor laws for employee relations to reduce exposure to risks and ensure regulatory compliance. Partner with the legal department as required.
  • Adjust HR strategies to respond to changing business needs for designated Strategic Business Units
  • Provide HR policy guidance and interpretation.
  • Liaise with designated Strategic Business Unit Heads and line managers to identify and implement training needs and solutions.
  • Attend and drive discussions regarding people issues in team and strategy meetings and performance review sessions.
  • Communicate organizational culture and updates on HR initiatives to designated Strategic Business Units.
  • Hold periodic HR engagement meetings with designated Strategic Business Unit
  • Act as a single point of contact on all human resources-related issues for designated Strategic Business Unit including recruitment
  • Perform any other duties assigned by the Head, People Operations.
Qualifications and Requirements:
  • Resident in Lagos and willing to travel
  • Bachelor’s Degree in any relevant discipline, A Master’s Degree in a relevant discipline would be an advantage
  • 3 – 5 years of relevant work and industry experience
  • Working knowledge of multiple human resource disciplines, including compensation practices, organizational diagnosis, employee and union relations, diversity, performance management, and federal and state respective employment laws.
  • Strong problem-solving and conflict-resolution skills
  • Ability to be proactive and forward-thinking
  • Strong business acumen and relationship management skills
  • Strong presentation and communication skills
  • Global & cultural awareness.


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Customer Success Officer


HR Business Partner

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Deadline: Not Specified

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