• Application Deadline:
• Position: Customer Success Executive


• Job Type Contract , Full Time


• Qualification BA/BSc/HND


• Experience 2 years


• Location Lagos


• Job Field Customer Care 
  

About the role

• We are looking for a Customer Success Executive to join our customer success team on a contractual basis for a short term project.


• The ideal candidate will be responsible for client relationship management and customer satisfaction.


• He/she should be highly innovative, customer-centric, has a can-do attitude, and be result-oriented.

What you will be doing:

• Providing seamless/personalized customer experience to our customers.


• Acting as the primary liaison between the company and our customers.


• Communicating and solving customers' problems via phone, email, live chat and virtual meetings.


• Acting as a consultant and offering solutions for customers' problems.


• Documenting technical knowledge in the form of notes and manuals.


• Tracking and managing your work record.


• Working with all internal groups, including customer success, sales, engineering, and product management.


• Preparing accurate and timely reports.


• Engaging and building customer loyalty by delivering above-and-beyond support via chat, email, phone calls and other digital communications.


• Maintaining an updated knowledge of the company's products, services, and customer service policies.


• Communicating effectively with customers to help resolve issues with Klasha support tools.


• Escalating issues that cannot be resolved on first contact resolution(FCR) to the backend and follow up on a resolution.


• Recommending new services/solutions or making suggestions for improvements by identifying relevant features and benefits.


• Establishing and maintaining good rapport with customers by using positive language and anticipating their needs.


• Liaising with the different teams in the company to Identify and implement strategic opportunities to improve customer experience and prevent churn.


• Taking initiative, being detailed and following up to ensure that all customer issues are resolved and closed in a timely manner.

You should apply if you:

• Have 2+ years of work experience in a similar role.


• Have a Bachelor’s degree or equivalent in Mass Communication or a related field.


• Are an excellent writer and speaker of English, able to explain complex concepts in a clear, simple manner to customers.


• Are proficient with the CRM software - Freshdesk.


• Have an endless capacity for patience and calm, even when everyone around you is freaking out.


• Are action-oriented and able to follow up on feedback to ensure positive outcomes.


• Have excellent organizational and multitasking skills.


• Possess experience in Fintech or banking sector.


• Have a passion for delivering an amazing customer experience.


• Posses good time management skills and an ability to thrive in a fast-paced environment.

Key Competencies:

• Emotional Intelligence.


• Data Integration.


• Communication.


• Problem-solving.


• Time management.

Benefits:

Our Klashans are the heart of the business, so we prioritize welfare and offer a wide range of competitive benefits including but not limited to:

• All the latest technology you need to do your role.


• Employee stock option scheme.


• Private health insurance.


• Mental health wellness benefits.


• Budget for French language classes.


• One-time home office set-up allowance.


• Hybrid; remote + office hours and flexible working conditions.


• Fuel and wifi allowance for remote working.


• Work-from-anywhere weeks; work from anywhere for three weeks in a year.


• Paid birthday day off.


• Team building events.


• Paid parental leave.


• Learning and development budget.