Customer Success Executive (BPO Experience) at Outcess Solutions Nigeria Limited

Outcess Solutions Nigeria Limited is an integrated customer engagement and business process outsourcing company. We deliver innovative digital solutions that empower and optimize the performance of people, teams, and organizations.

Job Title: Customer Success Executive (BPO Experience)

Location: Ikeja, Lagos

Employment Type: Full-time

Job Summary

• We are seeking a proactive Customer Success Executive to act as the primary liaison between our clients and internal teams. This client-facing role involves managing relationships, ensuring service excellence, and identifying opportunities for growth.
• You’ll work Monday–Friday, engaging clients across multiple industries (fintech, telecom, healthcare, etc.) while supporting internal teams to deliver world-class BPO services. Proficiency with Microsoft Dynamics CRM is essential.

Key Responsibilities

• Client Relationship Management: Build and maintain strong relationships with clients, serving as their main point of contact for service delivery updates, issue resolution, and continuous engagement.
• Client Onboarding & Engagement: Lead smooth onboarding processes, schedule regular service review meetings, and conduct client visits to understand their evolving needs and maintain satisfaction.
• Service Excellence & Surveys: Conduct client surveys and feedback sessions to capture insights on service delivery, proactively identifying areas for improvement and acting on feedback.
• Performance Monitoring & Reporting: Track KPIs (e.g., SLAs, CSAT, conversion rates) and provide regular reports to both clients and internal stakeholders. Use data to support decision-making and continuous improvement.
• Internal Team Collaboration: Work closely with Operations, Quality, IT, and Management teams to ensure seamless service delivery. Communicate client needs and escalate issues as needed.
• Upselling & Cross-Selling: Identify and propose relevant upsell and cross-sell opportunities based on client needs and product alignment. Partner with the sales team to support business growth while maintaining trust.
• Problem-Solving & Issue Resolution: Resolve client concerns promptly and thoroughly, ensuring their expectations are met or exceeded.
• CRM Management: Maintain accurate records of client interactions, service feedback, and action points using Microsoft Dynamics CRM and internal tools.

Requirements

• 1–2 years of experience in customer success, account management, or B2B client services (BPO industry preferred).
• Proficiency in Microsoft Dynamics CRM and support ticketing systems.
• Excellent communication and presentation skills—both verbal and written.
• Strong problem-solving abilities with an analytical, metrics-driven approach.
• Ability to manage multiple client accounts, track deliverables, and meet deadlines.
• Proven experience in client visits, service delivery reviews, and customer feedback collection.
• Comfort with upselling and cross-selling solutions in a consultative manner.

Preferred Qualifications:

• Experience in BPO industries such as fintech, telecom, or healthcare.
• Familiarity with CRM systems like Dynamics, plus tools like Powerpoint or Excel for reporting.

Salary

• N120,000 monthly.

Application Closing Date
6th June, 2025.

How to Apply: Interested and qualified candidates should send their Applications to: [email protected] or [email protected] using the job title as the subject of the mail.