Customer Success Executive – Contract at Klasha

Klasha makes it easier for African customers to purchase online. We develop technology that enables African customers to quickly get the things they desire throughout the continent. We accept payments online in native African currencies and can manage last-mile logistics for our retail partners. According to statistics, Africa is the future, thus we believe African customers should have the same frictionless access to the global e-commerce sector as Western consumers.

Title: Customer Success Executive – Contract

Location: Lagos

Employment Type: Contract

Department: Customer success

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.

Rsponsibilities
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 2+ years of work experience in a similar role.
• Have a Bachelor’s Degree or equivalent in Mass Communication or a related field.
• 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.

Deadline: No Specified.

How to Apply: Interested and qualified candidates should Click Here to apply online