Job Description

Name of Position: Customer Service Field Associate – FICCARs

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 organisations that work with these groups to make our services available. The MiKashBoks app went live on Google Playstore 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.

In conjunction with FICCARs, MiKashBoks is about to launch a seven month project in Susan’s Bay and Cockle Bay and needs two field based customer service representatives to be able to support those customers as they are onboarded and start using the app.

About the role

MiKashBoks is hiring two experienced customer service professionals to be the first points of contact for up to 3,000 beneficiaries, providing a mixture of customer service and product support while also being engaged in community outreach and sensitization.

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

Field based support

• Embed in community and build relationships with savings group leaders, local stakeholders, trade associations and other parties
• Assisting in initial trainings provided to participants
• Monitoring inbound calls
• Scheduling field visits
• Solving customer service issues at a local level
• Logging customer issues into a web-based customer support system
• Creating tickets for unusual situations
• Customer sensitization on using MiKashBoks and explanation of benefits possible via engagement with other stakeholder organizations
• Following up with MiKashBoks customer service lead, and engineers, via Slack, on difficult to solve issues
• Documenting unusual/unexpected errors and adding to our internal knowledge base
• Utilising provided materials including FAQs and Flow Charts to provide consistent customer service
• Assisting in partner support for our selected MFI and Afrigas

About you

Successful candidates will have:

• • Demonstrated customer service experience: A proven record of delivering prompt, courteous and efficient customer service at the field, one on one level
  • 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

• Sales and Marketing: Ability to guide our customers through app installation and usage and to sell them on the benefits of use

• Initiative and problem-solving: consistent desire to learn about the MiKashBoks platform. 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
• Experience working within informal communities
• Previous experience working independently with a high degree of trust and integrity

Advantages

• • Candidates who live in Susan’s Bay or Cockle Bay are strongly encouraged to apply

• Previous or current experience at a mobile money agent is highly desirable

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 Team.

The role will be based out of our office on Old Railway Line but you are expected to spend 75% of your time in the field.

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.

To apply fill out the Google Form here: https://forms.gle/jnbNS5wjcY9jjwmC7