Business Support Associates (Nigeria & Ghana) x 6
Edge Recruiter Nigeria Ltd.
Lagos, NG
23h ago

Job Description

Our client enables small businesses and local ownership to grow with technology, particularly in emerging markets. They have been able to achieve this with distributed teams across and outside Africa.

They are currently looking to hire 6 Business Support Associate in both Ghana & Nigeria.

Job Responsibilities Ensure (with your colleagues) that every person who downloads the app receives a welcome call within 2 business hours :

  • Engage 80-100 new users per day to qualify leads through phone, chat, emails, and social media
  • Drive a successful first time user experience by being friendly, respectful, and helpful always
  • Learn to follow and maintain a streamlined user onboarding process
  • Share the love. Regularly document what’s working and the steps you took. Then share it with the team
  • Use your resourcefulness to team up with other team members to improve call scripts, quick replies and supporting links and videos
  • Encourage new users to consider paid plans and transfer them to a sales associate when interest indicated
  • Ensure (with your colleagues) that every person who submits an inquiry receives a response within 2 business hours :

  • Respond to inbound user inquiries
  • Develop a deep understanding of the company Business App and company offerings to help customers troubleshoot and navigate through processes and bugs by phone, chat, email, and social media.
  • Drive a successful user experience by being friendly, respectful, and helpful always
  • Learn to follow and maintain a streamlined bug resolving process
  • Share the love. Regularly document what’s working and the steps you took. Then share it with the team
  • Use your resourcefulness to team up with other team members to ensure that the same bug does not continue to reoccur.
  • Participate in other product, marketing, and sales activities as needed :

  • Maintain a list of feature requests
  • Participate in engagement and reengagement campaigns to increase app usage levels and retention rates
  • Join market storms once a month to do in-person prospecting in a certain area of town
  • Assist with maintaining the user guides and knowledge base articles and videos
  • Contribute to the company’s social media presence by sharing comp
  • Be a team player :

  • Internal NPS of 8 or above from your teammates
  • Participate in all monthly 360 feedback sessions
  • Continuously learn by participating in 6 relevant webinars or by reading 6 relevant books per year and sharing what you learned with the team at monthly lunch & learns and / or through a blog post.
  • Recruit at least one awesome person to join our team; assist in the hiring and training of additional associates
  • Work with product and tech teams to develop and implement product improvements
  • Requirements

  • Knowledge of customer service practices and principles
  • Excellent data entry and typing skills
  • Good listening, verbal, and written communication skills
  • One or more years of experience in a call center or customer service environment
  • Proactive and can think on their feet
  • Values Honesty & Integrity, Openness & Transparency
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