• Application Deadline:
• Position: Customer Success Associate (Hausa Speaking)


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 2 years


• Location Lagos


• City Lekki


• Job Field Customer Care 
  

About You

The ideal candidate for this role should have:

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  Strong command of written and verbal Hausa & English

  
  


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

  
  


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  2+ years of previous customer service experience (to Hausa speaking customers) is a plus 

  
  


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

  
  


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

  
  


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  Familiarity with customer relationship management (CRM) software programs

  
  


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

  
  


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  Excellent organizational and multitasking skills

  
  


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  Ability to maintain a calm and polite manner in stressful situations

  
  


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

  
  


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  Passion for delivering amazing customer experience

  
  


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

  
  

About the Position

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  Operate as the lead point for any and all matters specific to customer accounts

  
  


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  Provide seamless/personalized  customer experience to our Hausa Speaking customers  

  
  


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  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

  
  


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  Interface with internal stakeholders to ensure an effective resolution process for Hausa speaking customers/stakeholders

  
  


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

  
  


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

  
  


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

  
  


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

  
  


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

  
  


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

  
  


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

  
  


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  Provide platform training and onboarding for new and existing users

  
  


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

  
  


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

  
  


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