Customer Experience Optimization Specialist
About the role
Company Overview: FairMoney is an innovative mobile banking platform focused on providing credit solutions to emerging markets. Founded in 2017, the company operates mainly in Nigeria and has attracted nearly €50 million in investments from prestigious global investors, including Tiger Global and DST. FairMoney aims to establish the leading mobile banking and point-of-sale (POS) system for emerging markets. Initially launching a digital microcredit app for Android and iOS, it has since broadened its offerings to include current accounts, savings accounts, debit cards, and advanced POS solutions for merchants and agents. With a diverse team representing over 27 nationalities, FairMoney is dedicated to transforming financial services for underrepresented communities.
Role Overview: We are seeking a CX Operations Specialist to join our Customer Experience (CX) team. This role will focus on CX reporting, automation, process enhancement, Freshworks administration, and collaboration across Product and Engineering teams to improve customer experiences.
Main Responsibilities:
- Manage CX operational reporting and develop dashboards.
- Create automated reports utilizing SQL, BigQuery, and Tableau.
- Administer the Freshworks suite, including Freshdesk, Freshchat, and Freshcaller.
- Lead initiatives for CX automation and process optimization.
- Collaborate with Product and Engineering to address customer issues and implement solutions.
- Facilitate weekly CX governance meetings and track action items.
- Monitor CX KPIs/OKRs to identify areas for improvement.
Requirements:
- Bachelor’s degree in a related field.
- 3+ years in CX Operations, Contact Center, or related areas.
- Proficient in SQL, BigQuery, and Tableau.
- Experience with Freshworks products is essential.
- Strong stakeholder management skills.
Benefits: Private health insurance, performance bonuses, and a pension plan.
Application Process: Interested candidates should first undergo a screening call, followed by a technical interview with the hiring manager.
Summarised by JobsOnline Africa from the employer's listing. The full details are on the employer's site when you apply.
