Merchant Success Analyst

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 Analyst at Kora, you will be responsible for managing all aspects of our relationships with merchants and customers, being the first point of contact for issue resolution and enquiries and ultimately guiding them to having the best solution that adapts to their needs.

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 & Stakeholder Engagement:

• Report to the Head, Merchant Success and work as part of the vibrant Merchant Success team to ensure utmost merchant satisfaction amidst the high volume.
• Working collaboratively with our Engineering, Product, Sales, Marketing and Compliance teams, to ensure each merchant is onboarded in a professional, and timely manner.

Requirements

• A minimum of 2 years experience in a similar role in a B2B environment, financial services or banking industry.
• 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.

Benefits

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