SunFi.co is leveraging its leadership experience as a Distributed Energy Provider (DEP) to build a Clean Energy FinTech platform that helps Distributed Solar Energy Providers scale their clean energy business to millions of consumers in Nigeria and eventually other parts of the world. SunFi provides Solar Energy installers and their consumers access to Solar payment plans, solution design & analysis tools, and supply chain partnerships that help catalyze the transition to clean energy.
About the Role
We are looking for a Customer Success Analyst with strong communication skills, a proactive mindset, and a passion for delivering exceptional customer experiences. As part of our Customer Success team, you will be the primary point of contact for customers, helping them navigate SunFi’s products and services while ensuring their success and satisfaction. Your role will be pivotal in building lasting relationships and driving customer loyalty.
Responsibilities
- Address complex customer issues, providing timely and accurate solutions while maintaining professionalism and empathy.
- Use product knowledge to help customers find solutions to their challenges and ensure they get the most value from the product.
- Spot recurring customer complaints or issues and create strategies to resolve them quickly, aiming to improve customer retention.
- Complete customer management tasks within assigned shifts and rotations.
- Adhere to company processes for managing customer interactions.
- Work with sales, product, and marketing teams to share customer feedback and help improve products and services.
- Capture and report key customer data, challenges, and outcomes on a regular basis.
- Be available to answer phone calls promptly during your shift, ensuring timely responses to customer inquiries.
- Continuously assess the effectiveness of the customer service process and recommend improvements.
Attributes & Skills
- Customer Relationship Management Skills
- Proven Relationship Management Skills
- A genuine passion for helping customers succeed and a commitment to delivering exceptional service.
- Strong problem-solving skills and the ability to think critically and act proactively.
- Strong understanding of solar financing products and services, or a willingness to quickly learn.
- Excellent written and oral communication skills
- Demonstrated experience and comfort executing customer management initiatives across various customer base
- Familiar with project and customer management tools, tech savvy
- Strong advisory skills.
- Proficiency in logging and processing support calls.
- Ability to provide feedback and recommendations for process improvement.
- Experience working in tech or other fast-moving environments
- Adaptable and flexible
- Strong time management, organization and speed
Qualifications
- BSc/HND holder
- 1+ years of customer support experience in fintech or fast-growing tech start-up
- Excellent written, oral and presentation skills
- Demonstrated ability to build and sustain strong relationships
- Ability to use Google suites and digital support tools
- Strong organizational skills, ensuring all customer interactions and follow-ups are accurately logged and tracked in the system.
- Ability to work in a fast-evolving environment, learn new technologies quickly, and adjust to changing customer needs and business goals.
- Ability to think critically, analyze customer issues, and offer creative solutions in a fast-paced environment.
- Ability to handle multiple customer inquiries and tasks simultaneously while maintaining attention to detail and service quality.
Contact:
please send in your application to [email protected].
