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Contract |
Lagos |
Posted 1 year ago |
Job Title: Customer Success Executive – Contract
Location: Lagos
Employment Type: Contract
Department: Customer Success
Minimum Experience: Mid-level
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.
Requirements
You should apply if you:
- Have a Bachelor’s Degree or equivalent in Mass Communication or a related field.
- Have 2+ years of work experience in a similar role.
- 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.
Application Closing Date
Not Specified.
Apply Now
Job Features
Job Category | Customer Care |