Customer Success Associate at Dukka Incorporated

Dukka is reimagining the way individuals and small businesses manage their finances. We care a lot about our community of users and we strongly believe technology for individuals and businesses should not be too expensive to access, nor too hard to use.

We are recruiting to fill the position below:

Job Title: Customer Success Associate

Location: Lagos
Employment: Type Full-Time

Details
What we’re looking for:

• We are looking for a Retention Associate to join our Customer Success Team.
• You will use active listening skills to understand customer concerns and work to provide them with solutions. I
• n this proactive support role, we expect you to be able to get in front of issues as soon as possible and give us feedback on how to improve client retention.
• If you are a good fit for this role, you must have experience in customer support and issue resolution. We will provide training on the products and/or services we offer so you can educate customers on the true value of our company.
• This role reports directly to the Head of Growth.

Job Description

• Develop & implement new strategies to increase customer retention/engagement
• Coordinate with customer success agents to perform weekly business spotlight activities.
• Manage all conversational channels and respond to all messages from customers.
• Conduct NPS survey on a monthly basis and implement feedback where necessary
• Develop & execute strategies aimed at continuous training of new and existing customers regarding the use of our product and services.
• Liaise with customer success agents to assist merchants with product upload.
• Ensure a high level of customer satisfaction through proactive support and active listening.
• Any other duties as may be assigned

Requirements
Education:

• Whilst it would be great for you to have a Bachelor's/Master’s degree in Business Administration or any social Sciences discipline from an accredited university, we place a higher value on significant work experience in the workforce and relevant certification courses to compensate where there is no qualification.

Skills/Requirements:

• Minimum of 5 years experience in a similar role.
• Integrity, strength of character.
• Strong attention to detail
• Passion for excellence and a constant desire to learn.
• Emotional Intelligence, highly organized and unflappable under pressure.
• Leadership, people management and problem solving skills.
• Effective Communication: People, Verbal and Written skills.
• Experience in customer support or issue resolution
• Computer proficiency
• Empathy.
• Self-control.
• Professionalism.
• Authenticity.
• Acting ability.
• Persuasion.
• Friendliness.

Application Closing Date
Not Specified.