French - Speaking Merchant Success Associate at KoraPay

Korapay is a payment infrastructure servicing a wide band of businesses making local and international payments. We are a marketplace for digital financial services across Africa. Our vision, which is at the core of what we do every day, is to create a world void of digital financial barriers across Africa. We are committed to delivering reliable, secure, and easy to use digital financial solutions to every single customer with a guarantee that it is improving their lives.

We are recruiting to fill the position below:

Job Title: French - Speaking Merchant Success Associate

Location: Lagos
Job type: Full-time (Hybrid)
Department: Merchant Success

About the Role 

• As a Merchant Success Associate at Kora, 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.
• Based in Nigeria and fluent in English and French, you will be our merchants' primary point of contact, ensuring maximum success and satisfaction. In this role, you will be working closely with the Product, Sales, Merchant Success and Engineering teams. 

Responsibilities
Reporting Relationships & Stakeholder Engagement:

• Report to the Head, of Merchant Success working as part of the Merchant Success Team to ensure the utmost Merchant Satisfaction amidst the high volume.
• Working collaboratively with our engineering team, Sales team, and Compliance team, to ensure each merchant is onboarded in a professional, timely manner.

Requirements
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. 
• Serve as the primary liaison for French-speaking merchants, building strong, trust-based 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.

Here's what we are looking for:

• A minimum of 2 years experience in a similar role in a B2B environment, financial services, or banking industry. 
• Fluent in both English and French (spoken and written).
• 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. 

Working hours:

• Given that we are an all-remote company and hire almost anywhere in the world, we don’t have a location requirement for this role. However, your working hours must coincide with 9:00 am - 5:00 pm WAT for at least 40 hours/week. Please note that you may be called upon to work outside your normal working hours due to the sensitivity of the role.

Benefits

• Health insurance
• Sponsored and tailored training
• Paid parental leave
• Paid time-off
• Flexible work style
• Annual performance bonus
• Low-interest loans
• Employee assisted programs
• Day off on your birthday
• Employee resource groups that provide supportive communities within Kora
• Great company culture and the opportunity to work with a highly collaborative team building something great!

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online

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.
• Recruiter Screen - 15 Min: Abayomi Ishmael 
• Take-home Assessment/Project (7 days max)
• Project Review -  The Merchant Success Team 
• Feedback from the Recruiter (Abayomi Ishmael)

Team Interview Stage - 60 min (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.

Cultural Fit Interview (Our Core Values):

• At this stage, you'll engage in a conversation with Kora's Head of Operations, the Head of People and Culture, and the head of the team you’re being considered for. The aim is to understand you better and assess the alignment of your beliefs and values with Kora's distinctive culture. We'd like to emphasize that there are no right or wrong answers expected. However, we encourage you to maintain a positive attitude during this session.
• Please note that you are welcome to ask questions and inquire during this process. We assure you of complete transparency throughout the interview process.

Note: We recognize imposter syndrome is real - any candidate who does not perfectly fit every characteristic of this role is still strongly encouraged to apply.