Customer Support Analyst (B2C)

Job Summary

As a Customer Support Analyst, you will be responsible for providing support for employees with benefit-related inquiries, requests, and complaints while proactively engaging eligible employees to drive awareness and adoption of our financial products.

Job Details

Key Responsibilities

Provide customer support across phone, email, and chat channels.
Proactively engage eligible employees and guide them through product applications.
Escalate and follow up on complex operational, technical, or product-related issues.
Maintain accurate customer records and case documentation in the CRM.
Identify recurring issues and contribute to support process improvements and knowledge resources.

Success Metrics

Customer Satisfaction (CSAT), response time, and resolution time.
SLA adherence, ticket/call volume management, and follow-up completion.
Outreach conversion, application completion, and product adoption rates.

Requirements

Minimum of 2 years' experience in B2C customer support or a customer-facing role.
Experience in fintech, financial services, or employee benefits is an advantage.
Strong communication, problem-solving, and objection-handling skills.
Comfortable with outbound engagement and target-driven environments.
Experience using CRM tools and maintaining customer records.

Seamstar Persona:

To successfully become a Seamstar, you will have to:
believe in our vision and mission;
be smart and result-oriented;
be honest;
be respectful;
be a good communicator;
be kind, yet firm when necessary;
be a good team player; and
know how to have fun and be willing to partake in team-bonding activities.

Benefits

Competitive salary.
On-site recreational/workout facilities.
Tea/coffee whenever you work at the office.
An opportunity to play an important role in building one of the top SaaS start-ups in Africa.
Career growth opportunity.

About Company

SeamlessHR

https://seamlesshr.com/

SeamlessHR.com Limited is an equal opportunity employer and we offer employment based on merit. We do not discriminate on the grounds of age, gender, race, disability, sexual orientation, and religion/belief. Our work environment is fun, fast-paced, dynamic and collaborative with a team of passionate and talented Seamstars. We love what we do and we work hard (we also play hard) to deliver the best technology solutions to our clients. We are driven by the following core values - Excellence, Judgment, Innovation, Communication, Candour, Selflessness, Thirst, Responsibility & Initiative. If this resonates with you, join us and be a part of our journey to building a healthy unicorn.