We are sourcing for a customer success associate who will be responsible for resolving customer queries, recommending solutions and guiding product users through features and functionalities, introducing relevant and essential information to new customers, providing quality service promptly and developing and maintaining a vast knowledge of the products/services being offered

You will be working closely with Product marketing department

Responsibilities

1. Engaging with customers to resolve customer service issues and or create positive public relation opportunities.

2. Collect customer data and analyses interactions, visits thus use this information to prepare and submit daily reports

3. Stay up-to-date with current technologies and trends in Customer Care, its tools and applications

4. Listening to customers’ concerns and handling complaints and returns

5. Giving detailed explanations of services or products

6. Collaborating with the product marketing team to create better methods to address customer complaints

7. Reviewing users accounts and transactions while resolving issues

8. Communicating with customers, through emails, Live chats and other tools.

9. Monitoring customer satisfaction levels, identifying and assessing customers’ needs to achieve satisfaction

10. Build sustainable relationships and trust with customer and users through open and interactive communication

11. Provide accurate, valid and complete information by using the right methods/tools

12. Follow-up with users on complaint and/or question resolution status

13. Receive and execute all other tasks as directed by the Management and department head

Requirements

1. BSc/HND in social sciences or any other related field.

2. Experience in SaaS sales

3. Proficient in Microsoft Office and customer relationship management (CRM) software.

4. 2-3 years’ experience as a Customer Success Manager

5. Industry Knowledge (Edtech, fintech) 

6. Prior experience in Customer Success, Support or Operations role

7. Experience using a CRM (Hubspot)

8. Experience or understanding of the financial services industry is desirable

9. Ability to work under pressure with high volume and tight deadlines

10. Interpersonal skills and interaction with clients at all levels from end users and Technology Managers to Senior Executives is required

11. Excellent communicator with the ability to handle customer inquiries and complaints in a professional and courteous manner

Remuneration and Benefits

1. Salary Range: 100k -120k
2. Access to Training & Development Resources
3. Work-Life Balance

4. Daily lunch, HMO