• Application Deadline:
• Position: Customer Success Associate


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience


• Location Lagos


• Job Field Customer Care 
  

THE ROLE

• As the Customer Success Associate, you are the first contact for our members/customers.


• You are saddled with the responsibility of ensuring that our Customer receive prompt and professional support experience anytime they contact Mkobo.


• This will include taking ownership of issues and liaising with other teams to troubleshoot and help resolve them.

RESPONSIBILITIES

• Provide seamless customer experience to our customers


• Engage and build customer loyalty by going the extra mile to ensure our Customers achieve their goals with our products.


• Respond to customers' requests via email, phone and other digital channels


• Interface with internal stakeholders to ensure effective resolution process for customers/stakeholders


• Maintain knowledge of all our products, services, and customer service policies


• Ensure all customer interactions are documented on the helpdesk management tool


• Explain simply and clearly in response to customer questions and ensure it understood by the Customer


• Recommend new services/solutions and/or make suggestions for improvements by identifying relevant features and benefits


• Provide support and training to new Customers during the onboarding process


• Interface with other teams in order to help resolve Customer issues in a timely manner


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

Qualifications

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


• Previous customer service experience is a plus


• Good command of written and verbal English


• Friendly and welcoming manner with clients and other members of the customer service team


• Action-Oriented and should be able to follow up on feedback to ensure positive outcomes.


• Familiarity with any (CRM) system


• Ability to understand and explain complex concepts in a clear, simple manner to customers


• Excellent organisational and multitasking skills


• Ability to maintain a calm and polite manner in stressful situations


• Willingness to cooperate with customers and management to resolve any issues that may arise


• Passion for delivering amazing customer experience


• Good time management skills and ability to work under pressure