CUSTOMER EXPERIENCE ANALYST AT FIDUCIA

About Company:

Fiducia is a mission-driven company providing innovative financial solutions that enhance liquidity and working capital efficiency for MSMEs and corporations across Africa. We’re committed to building strong customer relationships and delivering service excellence in everything we do.

Job Description:

We’re looking for a Customer Experience Analyst with a customer-first mindset who will drive satisfaction by addressing client inquiries, resolving issues, and ensuring customers get the most value out of our products and services.

What You’ll Do-

• Manage inbound and outbound customer communications via calls, email, and chat.
• Act as a product expert, providing accurate and timely information to customers.
• Record and track interactions using CRM tools for seamless customer management.
• Empathize with customer needs, escalating issues when necessary.
• Deliver solutions that ensure customer satisfaction and loyalty.
• Represent the Fiducia brand with professionalism, empathy, and integrity.

Requirements:

• Bachelor’s degree in any Social Science or related field.
• Proven experience in customer support, preferably within a financial institution.
• Excellent written and verbal communication skills.
• Strong problem-solving and multitasking ability.
• Familiarity with CRM systems (required).
• A passion for customer service and continuous improvement.

Why Join Us

• Hybrid work structure (in-office and remote flexibility).
• Collaborative, inclusive, and high-performance environment.
• Opportunity to be part of a rapidly growing digital finance platform.

Salary

Application Closing Date: Not specified

Application Instructions:

Send your CV to* ayotimofe.ayorinde@myfiducia.com
with the subject line “*Application – Customer Experience Analyst (Contract Role)