Job Description

Name of Position: Customer Service Associate

Location: Freetown – IDT Labs Main Office

About MiKashBoks 

MiKashBoks is a fintech startup that seeks to transform the financial experience of the last billion. It’s an app that makes group saving and lending safer and easier. We bring informal savings and lending groups online so that people at the bottom of the financial pyramid can build a financial footprint. We partner with organizations that work with these groups to make our services available. The MiKashBoks app went live on Google Play store in January 2022.

Founded in 2021, MiKashBoks founders come from a long history of working in communities excluded from the financial system – whether it is black Americans and minorities in the United States or in emerging economies where offline financial transactions occur within social networks.

The team is based in diverse locations – the US, UK, India, Sierra Leone – and generally works on a remote basis.

MiKashBoks is now deploying to customers in Sierra Leone and needs to be able to support those customers as they come on board and start using the app.

About the role 

MiKashBoks is hiring an experienced customer service professional to be the first point of contact for inbound customer service requests and questions – initially just in Sierra Leone but potentially over time supporting other markets inWest Africa as well.

The role will encompass, but not be limited to the following:

Staffing Customer Service Hotline

▪ Monitoring inbound calls

▪ Solving customer service issues

▪ Logging customer calls and issues into a web-based customer support system

▪ Creating tickets for unusual situations, unexpected outages and app bugs

▪ Following up with MiKashBoks engineers, via Slack, on difficult to solve issues

▪ Documenting unusual/unexpected errors and adding to our internal knowledge base

▪ Utilizing provided materials including FAQs and Flow Charts to provide consistent customer service

▪ Monitoring MiKashBoks social media feeds for customer service questions

▪ Utilizing Intercom to help monitor inbound customer service questions from WhatsApp

Other responsibilities

▪ Supporting engineering team via app testing

▪ Scope to get involved in other areas such as training clients

About you 

Successful candidates will have:

• Demonstrated customer service experience: A proven record of delivering prompt, courteous and efficient customer service
• Communication skills: able to distil complex information into clear, simple instructions. Able to bridge customer needs and experiences to the MKB product and engineering teams. Excellent writing skills with proactive attention to detail
• Action-oriented: creates solutions and sticks to tasks, insures customer satisfaction
•  Customer Focus: dedicated to meeting the expectations and requirements of customers
•  Time Management Skills: prompt follow up to customer service skills, escalating issues when necessary, communicating internally on customer needs
• Integrity and trust: able to keep customer information confidential and work independently
• Initiative and problem-solving: consistent desire to learn about the MiKashBoks platform and support app testing. Desire to learn new skills and able to follow-up on tickets, bugs and open issues

Needed Skills

• Full professional proficiency in English
• Previous experience using customer support software
• Knowledge of WhatsApp for Business, Slack, Facebook and Google Drive products including sheets, slides and docs
• Knowledge of Intercom

What Excites You

• You have a genuine passion to help people
• You like working in a small team where everyone does a bit of everything
•  You’re OK with ambiguity
• You’re results driven and get stuff done
• You’re excited to work with customers of all shapes and sizes.

The role will report directly to our Implementation staff.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race,religion, color, national origin, gender,sexual orientation, age, marital status, veteran status, or disability status.

Applicants are invited to apply here:

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