Kora

Merchant Success Analyst

Kora

full-time

Posted on:

Location Type: Remote

Location: Nigeria

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About the role

  • Providing top-quality support to our new and existing merchants while ushering them into new markets, products or operations, helping to ensure customer satisfaction and strengthen merchant relationships.
  • Build and maintain strong, long-lasting customer relationships, being the owner of the personalized relationship with customers.
  • Expand current relationships with customers, focusing on the development of new products and operations.
  • Analyze prospects’ business requirements and work closely with the relevant internal stakeholders to help customize specific products to meet their needs.
  • Understand customers’ needs and suggest upgrades or additional features to meet their requirements.
  • Provide the Product team with customers’ feedback to help identify potential new features or products.
  • Report to the Head, Merchant Success and work as part of the vibrant Merchant Success team to ensure utmost merchant satisfaction amidst the high volume.
  • Working collaboratively with our Engineering, Product, Sales, Marketing and Compliance teams, to ensure each merchant is onboarded in a professional, and timely manner.

Requirements

  • A minimum of 2 years experience in a similar role in a B2B environment, financial services or banking industry.
  • Experience in dealing with customers to ensure high-quality interaction management and query handling.
  • Passion for customer success and deep interest in understanding client needs.
  • Great written and verbal communication skills - needed for communicating with a range of people, both internally and externally, and good presentation skills.
  • Ability to achieve optimal conversation ratings and standard KPIs.
  • Experience in delivering client-focused solutions based on customer needs.
  • Excellent interpersonal and communication skills to build effective relationships with customers and work effectively with them.
  • Exceptional organizational skills, with the ability to manage multiple activities and projects at the same time.
  • Strong analytical and problem-solving skills.
  • Passion for customer success and deep interest in understanding client needs.
  • Finally, you promote a “customer first” environment at all times.
Benefits
  • Health insurance
  • Sponsored and tailored training
  • Paid parental leave
  • Paid time-off
  • Flexible work style
  • Annual performance bonus
  • Low-interest loans
  • Group Life Insurance
  • Access to up to four therapy sessions monthly
  • Day off on your birthday 🎂 🎁 🎉
  • Employee interest groups that provide supportive communities within Kora
  • Great company culture and the opportunity to work with a highly collaborative team building something great!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
customer relationship managementcommunication skillspresentation skillsinterpersonal skillsorganizational skillsanalytical skillsproblem-solving skillscustomer successquery handlingmulti-tasking