• Application Deadline:
• Position: Customer Success Analyst


• Job Type Contract


• Qualification BA/BSc/HND


• Experience


• Location Lagos


• Job Field Customer Care  , Sales / Marketing / Retail / Business Development 
  

As a Customer Success Analyst you will be responsible for managing customer queries & complaints, verification of merchants that have been acquired by our Sales agents. You will act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our merchants might face with accuracy and efficiency.

Our ideal candidate should be passionate about helping merchants & customers. Must be patient, empathetic, with great communication skills. At Dukka, Customer feedback is priceless and you can gather that for us.

Responsibilities

• Respond promptly to customer inquiries


• Achieve assigned call target on a daily basis


• Must be willing to go above and beyond for customers


• Manage large scale of outbound and inbound calls


• Good Knowledge of the Dukka App inside out, to satisfy merchant’s questions & queries.


• Maintain a positive, empathetic, and professional attitude toward customers at all times.


• Handle customer complaints, provide reliable and/or alternative solutions and follow up to ensure resolution.


• Ensure customer satisfaction and provide professional customer support.


• Identify and assess customers’ needs to achieve satisfaction


• Keeping records of customer interactions, transactions, comments, and complaints


• Keep records of customer interactions, process customer accounts and file documents


• Follow communication procedures, guidelines and policies


• Take the extra mile to engage customers

Skills/Requirements

• Experience working as a Customer Support/Representative.


• Knowledge of a local language is an advantage


• Ordinary National Diploma (OND), a Higher Degree, or its equivalent.


• Excellent verbal and written communication skills


• Ability to handle irate customers


• Good use of Microsoft Office.


• Ability to multiple tasks and meet tight deadlines


• Self-motivated and can work independently


• Empathetic


• Job Details


• On-site


• Six months contract (Renewable)


• Shift Schedule.