Customer Success Manager


Location(s): Nigeria / Lagos

Category: Customer Service, Management Consulting

Level: Professional

Job Type: Full-Time

Min. Qualification: HND

Min. Years of Experience: 4-6

Start date: 01/06/2018

Duration: Fulltime/Long-term


Job Description

  • Professionally deliver onboarding guidance and sessions to new and/or prospective customers
  • Handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly
  • Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable, and document interactions through contact tracking
  • Provide quality service and support in a variety of areas including, but not limited to: new user on boarding, account features and functions, billing, and system troubleshooting
  • Troubleshoot customer issues over the phone or via live chat support tools
  • Handles issues in the best interest of both customer and company
  • Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience
  • Assist in creating and enhancing product manual documentation for users
  • Responsible for compiling and generating reports as they relate to customer service surveys
  • Assist in maintaining and facilitating internal relevant operating processes within the company

Desired Qualities

  • Effective client management skills.?
  • Ability to plan, organize and prioritize.
  • Problem solving and negotiating skills. 
  • Highly developed sense of integrity and commitment to customer satisfaction
  • Demonstrated passion for excellence with respect to treating and caring for customers.
  • Ability to communicate clearly and professionally, both verbally and in writing.
  • Has "thick skin" and is able to handle complaints and unpleasant customers.
  • Has a pleasant, patient and friendly attitude.
  • Strong decision-making and analytical abilities.
  • Strong detail orientation and communication/listening skills.
  • Possess a strong work ethic and team player mentality.

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