• Application Deadline: Tue, 6 Jan 2026 00:00:00 GMT
• Position: Customer Success (Retention) Officer



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 2 years



• Location Lagos




• City Lekki




• Job Field Customer Care 
  
  

Role Overview

• The Customer Success (Retention) Officer will be responsible for retaining existing customers, improving customer satisfaction, and ensuring continuous usage of DriveMe services.


• You will work closely with clients, respond to their needs, resolve issues promptly, and identify upsell opportunities.


• This role requires strong communication skills, empathy, attention to detail, and a passion for customer experience.


• This is a hybrid role, requiring both remote and occasional in-office work.

Key Responsibilities

• Maintain 98% client retention by strengthening long-term customer relationships.


• Respond to all customer requests and inquiries within30 minutesduring work hours.


• Resolve customer complaints within1 hourand ensure proper documentation using internal tools.


• Conduct periodic follow-ups with customers to enhance satisfaction and identify service gaps.


• Support upselling of DriveMe services (e.g., vehicle registration, license processing, managed hire, etc.).


• Document all interactions, feedback, and resolutions accurately in the CRM system.


• Collaborate with the Customer Success and Driver Support teams to ensure service delivery excellence.


• Track customer churn risks and execute win-back strategies.


• Provide weekly and monthly retention reports to management.

Requirements

• Minimum of 2 years experience in customer service, retention, or client relationship roles.


• Strong communication and problem-solving skills.


• Ability to multitask and manage multiple client accounts simultaneously.


• Good analytical skills with the ability to interpret client behavior and provide insights.


• Experience with CRM or ticketing tools is an added advantage.


• Must be proactive, organized, and emotionally intelligent.