About the Role

• We are looking for an enthusiastic and dedicated Customer Service & Activations Officer based in Nigeria to enhance our customer experiences.
• You will be tracking all points of customer engagement, addressing customer queries, and identifying ways to improve our customer services.
• You would also be a team player.

Duties and Responsibilities

• Handle existing and prospective customers’ inquiries, requests and complaints via phone calls, emails, live chat and across all social media platforms.
• Maintain up-to-date documentation of all client’s interactions
• Maintain accurate and up-to-date knowledge of product and service changes
• Campaign idea generation and management
• Deliver superior customer services, foster strong rapport, retention and satisfaction.
• Prepare comprehensive reports on customer needs, problems, interests, competitor activities, and make recommendations to supervisor
• Contribute to revenue generation through renewal calls & emails, up-selling & cross-selling to new & old customers.
• Provide detailed information of company’s services to new & old customers for easy on-boarding & to assist in their decision-making process
• Provide first contact resolution to customer complaints within stipulated time limit and escalate difficult issues to respective unit for prompt resolution
• Build and nurture positive relationships and trust with customers through open interactive communication
• Collate customer feedback on products and services through surveys, calls, and emails, and analyze information gotten to serve them better
• Identify risks on long-term customer retention and employ strategies to remove hurdles to improve customers’ experience and achieve customer satisfaction

Requirements

• Degree in a relevant discipline.
• 2 - 4 years of relevant work experience in customer support/tele sales
• Experience in startups or start up development activities is a plus.
• Experience in E-commerce and Fintech is a plus.

Skills & Knowledge:

• Exhibit in-depth knowledge of customer engagement channels and experience
• Enthusiastic, diplomatic and an overall passion for excellence.
• Analytical acumen, team player, paired with agile mindset and can-do attitude.
• Report writing
• Must reside in and be eligible to work in Nigeria without any visa assistance from the Company.
• Adept in client relations and providing exceptional customer service
• Excellent and engaging communication (oral and written) & interpersonal skills.
• Excellent Persuasive skills
• Excellent time-management skills
• Good listening skills
• Excellent organization and multi-tasking skills
• Ability to build and maintain highly effective working relationships with a range of people (both internally and externally).