Customer Success Consultant (CPT)

Who we are:

Mama Money is a growth-stage fintech on a mission to improve the financial lives of migrants and underserved communities across Africa and beyond. What started in 2015 as a cross-border payments service has grown into a multi-product financial platform. We give people the tools to send, save, and manage money - on their own terms, at a socially fair price.

Mama HQ is in beautiful Cape Town, South Africa. We're 150 people strong (and counting), representing 19 countries across Africa, Asia, the UK, and Europe. From remittances to a growing range of financial products, everything we build is in service of people who deserve better. Our culture reflects that same commitment. We look after our team the way we want them to look after our customers. "Just be lekker!" means we trust our talented, diverse people to do what's right and make it happen - simply and with heart.

We've earned a few accolades, built lasting partnerships, and grown our reach in ways we're proud of. We've had good times and tough times, but our focus has never shifted. People over profit, always.

As our Customer Success Consultant you will be responsible for:

• Be a single point of contact for customer queries
• Utilise the customer service tools provided for accurate responses and exceptional customer experience
• Meet or exceed quality and productivity goals assigned by management
• Demonstrate clear and polite written and oral communication at all times
• Maintain a positive and professional demeanour and portray the company in a positive light
• Demonstrate an appropriate sense of urgency for given tasks and service levels
• Follow company expectations by going above and beyond
• Take initiative in solving customer complaints
• Has the ability to understand the real customer need and solve for that need
• Supportive of colleagues and other departments
• Report suspicious customer behaviour activity
• Maintain a positive relationship with external card stakeholders
• Create, monitor and close all support tickets to resolve queries
• All other general administrative duties as assigned policies and processes in order to process customer requests appropriately
• Demonstrates knowledge and use of departmental resources, policies and procedures
• Escalate customer issues to other departments appropriately and correctly
• Proactively communicate people, product, process issues, and customer feedback trends to management
• Suggest innovative solutions to people, product, and process issues to reduce customer and employee impact
• Consistently exceed customer

About you:

• You are fluent in English & Sotho
• You have the legal right to live and work in South Africa
• You are based in Cape Town
• Excellent written and verbal communication skills