• Application Deadline:
• Position: Customer Experience Onboarding Specialist


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 3 - 5 years


• Location Lagos


• Job Field Sales / Marketing / Retail / Business Development 
  

Responsibilities

• Lead and manage a team of customer experience/onboarding specialists, providing guidance, coaching, and mentorship to ensure their success.


• Collaborate with cross-functional teams to develop and implement effective customer onboarding strategies and processes.


• Ensure exceptional customer service delivery by monitoring team performance, resolving escalated customer issues, and providing timely feedback.


• Manage inbound customer communications – Answer incoming calls and emails to address customer questions, requests and issues.


• Track interactions in CRM – Record customers interactions in internal system for cross-functional awareness and relationship development.


• Develop and maintain comprehensive training programs for new team members, ensuring they are equipped with the necessary skills and knowledge.


• Analyze customer feedback and data to identify areas for improvement in the onboarding process and implement necessary changes.


• Act as a subject matter expert, providing expert guidance and support to team members and customers regarding complex onboarding matters.


• Collaborate with the management team to set performance goals and metrics, tracking team performance and implementing improvement plans as needed.


• Stay updated on industry trends and best practices in customer service and onboarding, proactively bringing new ideas and solutions to enhance the team's performance.


• Foster a positive and inclusive team environment, promoting teamwork, open communication, and a customer-centric mindset.

Qualifications

• Bachelor's degree in marketing, communications, advertising, business management, or a related field preferred.


• 3-5 years experience as a customer experience specialist or in a similar customer support role.


• Extensive experience in gathering and interpreting customer experience information.


• Solid knowledge of online customer engagement platforms and channels.


• Proficiency in MS Office, as well as CX and CRM software.


• Exceptional interpersonal skills and a client-centered approach.


• Great organizational and time management abilities.


• Superb communication, collaboration, and problem-solving skills.