• Application Deadline:
• Position: Customer Success Associate



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 1 - 3 years



• Location Lagos




• Job Field Customer Care 
  
  

We are currently looking to hire a Customer Success Associate who will: 

• Operate as the lead point for any and all matters specific to customer account.


• Provide seamless/personalized customer experience to our customers.


• Engage and build customer loyalty by delivering above-and-beyond hospitality via email, phone and other digital communications and any other functions as may be assigned by the supervisor/team lead.


• Interface with internal stakeholders to ensure an effective resolution process for our customers/stakeholders.


• Maintain updated knowledge of the organization's products, services, and customer service policies.


• Communicate effectively with stakeholders to help resolve issues with Nomba support tools.


• Document customer interactions when necessary, compiling documents and forwarding information to interested parties.


• Explain simply and clearly in response to customer questions and check for customer understanding and acceptance.


• Recommend new services/solutions or make suggestions for improvements by identifying relevant features and benefits.


• Establish and maintain good rapport with customers by using positive language and anticipating their needs.


• Learn our product to configure the platform to meet the needs of new users.


• Provide platform training and onboarding for new and existing users.


• Develop and maintain an ideal user/customer profile and collect User feedback.


• Interface with other internal teams in order to help agents resolve their issues.


• Escalate issues that cannot be resolved on first call resolution(FCR) to the backend and follow up on a resolution

Requirements

They idle candidate should have

• Strong command of written and verbal English


• Minimum of a Bachelor’s degree from a recognised institution.


• Friendly and welcoming manner with clients and other members of the customer service team.


• Action-Oriented and should be able to follow up on feedback to ensure positive outcomes.


• Familiarity with customer relationship management (CRM) software programs.


• Ability to explain complex concepts in a clear, simple manner to customers.


• Excellent organizational and multitasking skills.


• Ability to maintain a calm and polite manner in stressful situations.


• Willingness to cooperate with customers and management to resolve any issues that may arise.


• Passion for delivering an amazing customer experience.


• Good time management skills and an ability to thrive in a fast-paced environment.