Customer Service & Admin Specialist at Amy Consulting

About the Role

Amy Consulting invites applications from suitably qualified candidates for the position of Customer Service & Admin Specialist. This role combines customer-facing support with administrative portal management, requiring strong organizational skills, attention to detail, and a commitment to compliance and customer satisfaction.

Key Responsibilities

Customer Service

• Respond promptly to customer inquiries via phone, email, live chat, and in-app messaging
• Troubleshoot account issues, payment concerns, and transaction errors in compliance with security and privacy regulations
• Update and publish exchange rates across customer touchpoints (system, website, and mobile app) to ensure accuracy and transparency
• Maintain accurate, detailed records of all customer interactions in the CRM system
• Collaborate with Compliance, Product, and Tech teams to resolve complex issues

Customer Retention

• Monitor user activity to identify at-risk customers and proactively implement engagement strategies
• Execute retention campaigns, loyalty programs, and personalized outreach to high-value customers
• Collect and analyze customer feedback to improve product experience and reduce churn
• Prepare monthly retention reports for leadership, including churn trends and customer satisfaction metrics

Admin Portal & Task Management

• Manage customer accounts and records within the admin portal, ensuring accuracy and compliance
• Oversee updates to customer profiles, account status, and verification documents
• Monitor and resolve flagged transactions or suspicious activities through the admin system
• Generate and review system reports for performance, compliance, and retention metrics
• Collaborate with the product and tech teams to escalate and resolve portal-related issues
• Ensure timely execution of assigned administrative tasks and follow established workflows

Regulatory & Security Compliance

• Ensure all customer interactions comply with AML/KYC, privacy laws, and company security policies
• Report suspicious activity to the compliance team as required

Engagement & Relationship Building

• Build trust with customers through transparent communication and education about fintech products

Location

Lagos, Nigeria