Kora is a payment infrastructure for Africa. We offer plug-and-play payment solutions for businesses to launch a tailored payment experience for their customers.
At the front and center of what we do every day, we are creating a future void of digital financial barriers across Africa. We are committed to delivering secure, reliable, and easy-to-use digital financial solutions to customers with a guarantee that they are improving their lives.
To achieve this mission, we need people like you. We value positive energy and clear communication and are committed to building an inclusive environment for people from every background. We strongly believe in our ability to find Water in the Desert and pick the Sands in the Ocean.
About The Role
As a Merchant Success Associate at Korapay, you will be responsible for managing all aspects of our relationships with merchants and all other customers, being the first point of contact for issue resolution, enquiries and ultimately guiding them to having the best solution that adapts to their needs. In this role, you will be working closely with the Product, Sales, Merchant Success and Engineering teams.
Here are a couple of things you'll be doing:
Providing top-quality support to our new and existing merchants while ushering them into new markets, products or operations, helping to ensure customer satisfaction and strengthen merchant relationships.
Build and maintain strong, long-lasting customer relationships, being the owner of the personalized relationship with customers.
Expand current relationships with customers, focusing on the development of new products and operations.
Analyze prospects’ business requirements and work closely with the relevant internal stakeholders to help customize specific products to meet their needs.
Understand customers’ needs and suggest upgrades or additional features to meet their requirements.
Provide the Product team with customers’ feedback to help identify potential new features or products.
Reporting Relationships amp; Stakeholder Engagement:
Requirements
A minimum of 2 years experience in a similar role in a B2B environment, financial services or banking industry.
High proficiency and fluency in both Swahili and English are compulsory
Experience in dealing with customers to ensure high-quality interaction management and query handling.
Passion for customer success and deep interest in understanding client needs.
Great written and verbal communication skills - needed for communicating with a range of people, both internally and externally, and good presentation skills.
Ability to achieve optimal conversation ratings and standard KPIs
Experience in delivering client-focused solutions based on customer needs.
Excellent interpersonal and communication skills to build effective relationships with customers and work effectively with them.
Exceptional organizational skills, with the ability to manage multiple activities and projects at the same time.
Strong analytical and problem-solving skills.
Passion for customer success and deep interest in understanding client needs.
Finally, you promote a customer first environment at all times.
Interview process
Below is the interview process you can expect for this role. It may look like a lot of steps, but rest assured that we move quickly and the steps are designed to help you get the information needed to determine if we’re the right fit for you Interviewing is a two-way street, after all!
We expect the interview process to take a maximum of 3 weeks and an average of 2.5 hours in total. Please note that the interview is virtual.
Introduction Stage - we have initial conversations to get acquainted with you and overall experience.
[15m] Recruiter Screen - Abayomi Ishmael
[7 days max] Take-home Assessment/Project
Project Review - The Merchant Success Team
Feedback from the Recruiter (Abayomi Ishmael)
[60m] Team Interview Stage ( The Merchant Success Team ) - We proceed to explore your professional background in greater detail and facilitate introductions to team members, including those from various cross-functional areas.
[60m] Cultural Fit Interview (Our Core Values) - At this sta