JOB TITLE: Customer Success Intern
JOB LOCATION: Ikeja, Lagos
JOB DETAILS:
- We are looking for a Customer Success Specialist to assist our customers with technical problems when using our products and services.
- Customer Success Specialist responsibilities include resolving customer queries, recommending solutions, and guiding product users through features and functionalities.
- To be successful in this role, you should be an excellent communicator who’s able to earn our Customers’ trust. You should also be familiar with help desk software.
- Ultimately, you will help establish our reputation as a company that offers excellent customer support.
Responsibilities
As a Customer Success Specialist, your job responsibilities will include the following:
- Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them.
- Work cross-departmentally to coordinate customer needs, resolve issues, and ensure customer satisfaction via phone, email, and chat.
- Responsible for customer satisfaction and retention by developing, tracking, and reporting performance metrics and indicators
- Analyze trends in C-Sat/NPS scores to identify areas of improvement
- Conduct regular customer pulse checks to identify pain points, friction points and get feedback on overall satisfaction
- Develops and maintains long-term business relationships by serving as an internal advocate and client liaison.
- Establish a trusted and strategic advisor relationship and drive continued value of our products and services.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Articulate customer needs to internal business units to drive strategic decisions.
Requirements
You’ll be a good fit for this position if you:
- Have an understanding of how CRM systems work
- Prior customer support or relevant experience
- Excellent written and verbal communication and problem-solving skills
- Ability to explain complex issues in a simple and understandable way
- Multi-tasking abilities
- Analytical skills.
- Patience when handling tough cases.
Application Closing Date
Not Specified.
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Job Features
Job Category | Customer Service |