• Application Deadline:
• Position: Customer Success Executive


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 2 years


• Location Lagos


• Job Field Customer Care 
  

• The ideal candidate is to be the trusted advisor to customers while partnering with internal cross-functional teams to understand customer goals and key performance metrics and exceed those goals throughout the customer life cycle.


• Customer Success Executive is responsible for retention, adoption, and expansion of the brands with an assigned base of customers. 


• In summary the top priority for this role is to ensure high-quality experience for our customers,resulting in their satisfaction and advocacy

Job responsibilities

• Manage relationships with customers to maintain overall customer health and growth.


• Meet and exceed retention goals.


• Leverage relationships with the customer to qualify leads and help facilitate cross-sell and up-sell opportunities.


• Be a spokesperson for the brands with the customer – share our digital transformation vision


• Maintain high customer satisfaction and ensure that customers act as the brands’ advocates.


• Organize and orchestrate cross functional resources to fulfill customer requirements, and proactively engage in helping customer business success.


• Participate in on-boarding activities and product demonstrations post purchase.


• Be the voice of the customer back to our Product organization, communicate trending customer feedback and ideas.


• Telemarketing ( staffs are expected to cross sell and Upsell with targets given every month.


• Inbound calls


• Outbound calls


• Email Resolution


• Response to life chat ( Whatsapp, Google review).


• Be the first point of escalation for response to all our social media pages, escalated by the digital marketer.

Requirements

• Bachelor's Degree in Business, Management, Communications, IT, Telecommunications, or other related degree;or equivalent combination of education and experience.


• Customer retention and growth experience.


• Understand Customer Journey.


• Customer satisfaction oriented.


• Minimum of 2 years Experience as a Call Centre Agent.


• Exceptional professional communication skills.


• Strong administration, analytical and organizational skills, with a systematic approach to problems.


• Strong networking & relationship building skills.


• Self-driven, able to work independently as well as a good team player