Customer Success Associate
Kudi Jobs Recruitment [2 new positions]
Lagos, NG
3d ago
source : NGRJobs

Location : Lekki Phase 1, Lagos

Employment Type : Full-time

About the Position :

  • Provide seamless / personalized customer experience to our customers.
  • Engage and build customer loyalty by delivering above-and-beyond hospitality via email, phone and other digital communications and any other functions as may be assigned by the supervisor / team lead.
  • Interface with internal stakeholders to ensure an effective resolution process for customers / stakeholders.
  • Maintain updated knowledge of the organization’s products, services, and customer service policies.
  • Communicate effectively with stakeholders to help resolve issues with Kudi support tools.
  • Document customer interactions when necessary, compiling documents and forwarding information to interested parties.
  • Explain simply and clearly in response to customer questions and check for customer understanding and acceptance.
  • Recommend new services / solutions or make suggestions for improvements by identifying relevant features and benefits.
  • Establish and maintain good rapport with customers by using positive language and anticipating their needs.
  • Learn our product to configure the platform to meet the needs of new users.
  • Provide platform training and onboarding for new and existing users.
  • Develop and maintain an ideal user / customer profile and collect User feedback.
  • Interface with other internal teams in order to help agents resolve their issues.
  • Escalate issues that cannot be resolved on first call resolution(FCR) to the backend and follow up on a resolution.
  • About You :

    The ideal candidate for this role should have :

  • Strong command of written and verbal English.
  • The ability to speak an indigenous Nigerian language is an added advantage.
  • Minimum of a Bachelor’s Degree from a recognised institution.
  • A minimum of 2 years of previous customer service experience is a plus.
  • A 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 customer relationship management (CRM) software programs.
  • Ability to explain complex concepts in a clear, simple manner to customers.
  • Excellent organizational 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 an amazing customer experience.
  • Good time management skills and an ability to thrive in a fast-paced environment.
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