Customer Success Associate at Klasha

Klasha makes it easy for African consumers to shop online. We build technology that allows African consumers to easily access the goods they want on the continent. We enable payments online in local African currencies and can handle the last-mile logistics for our retail partners too. Statistically, Africa is the future, so we believe consumers on the continent should have the same frictionless access to the global e-commerce economy as consumers in the West.

Klasha was founded in Lagos, Nigeria in 2018 and is backed by Techstars, Ginco Investments and a group of notable angel investors. Klasha is run by 20-somethings from five nationalities that speak six different languages between them. Klasha has offices in Johannesburg, South Africa and Lagos, Nigeria.

We are recruiting to fill the position of:

Job Title: Customer Success Associate

Location: Lagos

About the Role

• We are looking for a Customer success associate to join our customer success team.
• 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.

What You Will Be Doing

• Provide seamless/personalized customer experience to our customers.
• Engage and build customer loyalty by delivering above-and-beyond support via chat, email, phone call and other digital communications.
• Maintain 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.
• Escalate issues that cannot be resolved on first contact resolution(FCR) to the backend and follow up on a resolution.
• Recommend new services/solutions or make suggestions for improvements by identifying relevant features and benefits.
• Establish and maintain good rapport with customers by using positive language and anticipating their needs.
• Liaise with the different teams in the company to Identify and implement strategic opportunities to improve customer experience and prevent churn.
• Take initiative, be detailed and follow up to ensure that all customer issues are resolved and closed in a timely manner.

Requirements
You should apply if you:

• Have a Bachelor’s Degree or equivalent in Mass Communication or a related field.
• Have 2+ years of work experience in a similar role.
• 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 - Zendesk.
• Have an endless capacity for patience and calm, even when everyone around you is freaking out.
• Are a strong problem solver.
• Have a minimum of a Bachelor’s Degree from a recognised institution.
• Are action-oriented and able to follow up on feedback to ensure positive outcomes.
• Have excellent organizational and multitasking skills.
• Have the 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

Benefits
Our people are the heart of the business, so we prioritize welfare and offer a wide range of competitive benefits including but not limited to:

• All the latest technology you need to do your role including a laptop and accessories.
• Private health insurance
• Free lunch in the office
• Budget for French language classes
• One-time home office set-up allowance
• Hybrid; remote + office hours and flexible working conditions
• Access to Klasha Sessions development training courses
• Diesel and fuel allowance for remote working
• Work-from-anywhere weeks: Work from anywhere for three weeks in a year
• Paid birthday day off
• Team building events
• Bank holidays swap
• Calm membership
• Access to mental health wellness services
• Paid parental leave

Application Closing Date
Not Specified.