Customer Success Specialist

Reporting line: Customer Success Lead

Location: Remote

Job type: Full-time

At Pesa, we are making cross-border payments simple, fast & reliable for individuals & businesses

across emerging markets; providing tools that power economic freedom. We are on a mission to

localize the global money transfer experience and data is at the heart of this mission.

Currently seeking to hire an exceptional Customer Support Specialist who would make our mission possible.
Here's how you will be contributing

• Handle customer complaints and inquiries via Intercom (email, in-app chats, web chat and social media) offer appropriate solutions and alternatives within specified timeframes, and follow up to ensure full resolution.

• Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to resolve the issue.

• Support the customer onboarding process by assisting the responsible team to ensure a smooth experience for new customers.

• Conduct proper follow-up and maintain accurate records of customer interactions.

• Collaborate with the Customer Success Lead to ensure consistent and high-quality service delivery.

• Contribute to team efforts by accomplishing related tasks and goals as needed.

• Provide accurate, valid, and complete information to customers using appropriate methods and tools.

• Adhere to communication procedures, guidelines, and policies.
  

Required

• Minimum of first degree in any discipline

• 2-3years experience in Customer Success or related role

• Working knowledge of CRM tools eg. Zendesk, Intercom