Job Description

•  Act as the main point of contact for customer inquiries and issues, providing timely and effective solutions. Collaborate with the support team to resolve technical issues and escalate complex problems when necessary.
• Continuously evaluate and improve the customer journey by identifying touchpoints that can be optimised. Ensuring that interactions with MoneyX are positive, seamless, and exceed customer expectations.
• Establish a constant feedback loop with customers to understand where we are doing good and where we can do better. To have better insights on improvement opportunities for process or product enhancement.
• Track and report on key customer success and experience metrics, such as customer satisfaction (NPS/CSAT), retention rates, product usage, and churn rate. Use these metrics to identify trends and areas for improvement.
• Identify opportunities for upselling or cross-selling additional MoneyX products or services that align with customer needs. 
• Constant collaboration with Marketing, Operations and Partnership Departments to develop and execute account growth strategies.

Job Requirements

• Diploma or Degree in Business, Finance, Marketing, Communications, or a related field.
• Experience in customer success, account management, or a similar role in the fintech or financial services industry.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with diverse customer groups.
• Strong problem-solving abilities and a proactive approach to customer issues.
• High level of empathy and a customer-centric mindset.
• Ability to work independently and as part of a team.
• Detail-oriented and highly organised, with excellent time management skills

Skills