• Application Deadline:
• Position: Customer Success Associate


• 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 English.

  
  


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  The ability to speak an indigenous Nigerian language is an added advantage.

  
  


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

  
  


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  Minimum of  2 years previous customer service experience 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 an 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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  Provide seamless/personalized customer experience to our 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 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.