Recent Vacancies at BitPesa, 28th January, 2019

⏲ Jan 28, 2019, 10:54 AM
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BitPesa (www.bitpesa.co) is a cutting-edge online payment platform that leverages Blockchain settlement to significantly lower the cost and increase the speed of business payments to, from and within sub-Saharan Africa. BitPesa's clients range from African businesses and multinational companies paying suppliers as far as China and Dubai to international remittance companies using our API services for white-label payments to dozens of bank networks and mobile money operators across Nigeria, Kenya, Uganda, Tanzania, Senegal, Ghana, and the DRC. We are recruiting to fill the position below: Job Title: Customer Service Associate Location: Lagos Job Summary

As the Customer Service Associate, you will be at the forefront of servicing our clients. Your role will entail maintaining and strengthening new and existing client relationships by providing excellent customer service.
Customer Service is a critical point of contact for our customers who have questions, issues or feedback, so we’re looking for an empathetic young leader, with the relevant experience and skills, to help build the vision for excellent standards in client relationship management, and to help instill a customer-centric culture at BitPesa.
This is an exciting opportunity to help take Africa’s leading digital F/X company to the next level.

Responsibilities

Help promote a customer-centric approach at the Company by setting high standards for client support, relationship management and customer happiness
Effectively collaborate with key internal stakeholders - Sales, Finance/Trading, Customer Support, Compliance and Product
Support and improve the entire customer journey from onboarding to post-trade execution
Respond to client inquiries within defined SLAs
Handle any issues reported by clients and escalate, when necessary
Proactive outreach to clients to ensure there is client retention, and satisfaction
Assist in continuously deepening existing client relationships
Adhere to the SOPs and compliance standards set internally
Help identify and fix inefficiencies in current workflows and processes
Act as an effective liaison between BitPesa and its clients, given you are the daily point of contact for the clients
Display a high level of emotional intelligence and step into a leadership role when required

Activities Pre-Sales Communication:

Respond to general inquiries and answer questions about products and services
Direct incoming inquiries to the relevant team
Contribute regional content to Help/FAQ Page with procedures and steps to products and services

Technical Support/Troubleshooting:

Respond to customer inquiries promptly by checking emails to attend support and trade messages and receiving calls on Customer Service line
Proactively monitor the system to ensure everything is working fine
Communicate and report to the Tech Team when the product/services are down
Communicate to Finance Team to set the correct rates, help close incomplete transactions or notify them of issues related to funding, float, rates, etc
Monitor transactions and communicate any issues to the relevant team
Raise queries with Finance team for any transactions that have been sent to wrong accounts

Voice of the Customer / Product Feedback:

Provide customer product feedback and product feature requests from region to Customer Service Manager

Analytics/Reconciliation:

Work with Finance team to reconcile old transactions

Requirements

Young professional who is ambitious and passionate
Ability to understand and help promote customer-centric vision at BitPesa
Excellent interpersonal, communication and listening skills
Creative problem solver and sound decision-maker with the ability to work independently with minimal guidance
Excellent organizational skills with the ability to prioritize and multitask, when required
Strong attention to detail
Love helping customers and able to maturely handle all customer temperaments
Advanced Microsoft Office and Google Suite Tools skills along with the willingness and ability to become familiar with Company-specific sales tools/software
Passionate about our mission to redefine how businesses make payments to, from and within Africa
Willingness and ability to work weekends, when necessary
University degree
Proficiency in French / Spanish will be an added advantage

Benefits

Competitive salary
Working with a diverse team

Job Title: Growth Hacking Associate - Partnership Location: Ikeja, Lagos Description

As a Growth Hacking Associate within the Partnership team, your role is to grow and qualify leads in the most scalable, efficient and cost-effective way.
Within the Partnership team, we focus on bringing in partners that can distribute BitPesa products - BFX API & Over-the-counter Treasury Solutions designed for enterprises to buy/sell FX easier, cheaper and faster.

Key Responsibilities

Find/Execute out-of-the-box solutions to generate/qualify large numbers of inbound and outbound leads
Conduct market research to help partnership team qualify and quantify revenue potential for leads generated
Develop and improve partnership acquisition assets (pitch decks, one-pagers etc.) in coordination with marketing team
Create a system/workflow integrated with Pipedrive to measure performance and improve efficiency

Requirements

A passion for what BitPesa is building for the world
A big plus if you know how to make beautiful and presentable marketing collateral.
Previous experiences in a similar role for a B2B business model with a proven track record of revenue contribution; preferably in financial services / FinTech / payment in frontier markets
Extremely organized, result-oriented, data-driven and diligent, fast-learner with attention to details

Benefits

Global / regional network / exposure in FinTech / Blockchain industry
Diverse career growth opportunities
Base salary and a high KPI-driven bonus.
Be part of an international, ambitious and successful team

Job Title: Account Associate Location: Lagos Job Summary

As the Account Associate, you will be responsible for handling your own portfolio of key client accounts.
Your role will entail maintaining and strengthening new and existing client relationships by providing excellent ongoing day to day account management and customer service.
Account Management is a critical point of contact for our customers who have trade requests, questions, issues or feedback, so we’re looking for an empathetic young leader, with the relevant experience and skills, to help build the vision for excellent standards in client relationship management, and to help instill a customer-centric culture at BitPesa.
This is an exciting opportunity to help take Africa’s leading digital FX company to the next level.

Responsibilities

Manage your Account Portfolio with a customer-centric approach by setting high standards for client support, relationship management and customer happiness
Flawlessly execute trade requests from clients in the Account Portfolio within defined SLAs
Effectively support the Sales team by collaborating with other key internal stakeholders - Finance/Trading, Customer Support, Compliance and Product
Support and improve the entire customer journey from onboarding to post-trade execution
Handle any issues reported by clients in the Account Portfolio and escalate, when necessary
Proactive outreach to clients to ensure there is client retention, and satisfaction
Assist in continuously deepening existing client relationships by understanding and matching their needs with BitPesa’s evolving product offering
Adhere to and follow the SOPs and compliance standards set internally
Help identify and fix inefficiencies in current workflows and processes
Act as an effective liaison between BitPesa and the clients in the Account Portfolio, given you are the daily point of contact for the clients
Display a high level of emotional intelligence and step into a leadership role when required

Activities Trade Execution:

Work with Trading to obtain and allocate daily liquidity for clients
Work with Payments team to confirm payments with strong attention to detail
Provide payment instruction to the Payments Team or Trading Team to make payments
Email proof of payment (POP) to customer

Issue Resolution:

Work with the Payments Team, Support Team, and Tech Team to resolve any transaction issues within defined SLAs
Keep the client informed of the status of the resolution by providing regular updates

Compliance:

Ensure all BitPesa customers are properly registered and compliant by working with the Compliance team

Sales:

Upsell and cross-sell to clients by truly understanding and matching their needs to BitPesa’s evolving product offering
Conduct regular research on existing client segments (based on data and customer trends) across all operational regions

KPIs

Timely follow up within defined SLAs with clients and internal stakeholders
Total Volume generated from Existing Clients
Total Revenue generated through upsells and cross-sells

Requirements

Young professional who is ambitious and eager to learn
Ability to understand and help promote the customer-centric vision at BitPesa
Quantitative individual with a love for numbers and data analysis
Excellent interpersonal, communications, public speaking, presentation, and listening skills
Creative problem solver and sound decision-maker with the ability to work independently with minimal guidance
An excellent team player, working towards collective team and company goals
Excellent organizational skills with the ability to prioritize and multitask, when required
Advanced Microsoft Office and Google Suite Tools skills along with the willingness and ability to become familiar with Company-specific sales tools/software
Passionate about our mission to redefine how businesses make payments to, from and within Africa

Benefits