Customer Success / Call Centre Executive at QFA Nigeria Limited (Krispy Kreme)

QFA Nigeria Limited (Krispy Kreme) is the official franchisee of Krispy Kreme, Dodo Pizza and Scoop'd

We are recruiting to fill the position below:

Job Title: Customer Success / Call Centre Executive

Location: Lagos
Employment Type: Full-time

Responsibilities

• Manage relationships with customers to maintain overall customer health and growth.
• Meet and exceed retention goals.
• Leverage relationships with the customer to qualify leads and help facilitate cross-sell and up-sell opportunities.
• Be a spokesperson for the brands with the customer – share our digital transformation vision
• Maintain high customer satisfaction and ensure that customers act as the brands’ advocates.
• Organize and orchestrate cross functional resources to fulfill customer requirements, and proactively engage in helping customer business success.
• Participate in onboarding activities and product demonstrations post-purchase.
• Be the voice of the customer back to our Product organization, communicate trending customer feedback and ideas.
• Telemarketing (staff is expected to cross-sell and Upsell with targets given every month.
• Inbound calls
• Outbound calls
• Email Resolution
• Response to life chat ( WhatsApp, Google review).
• Be the first point of escalation for response to all our social media pages, escalated by the digital marketer.

Requirements

• Bachelor's Degree in Business, Management, Communications, IT, Telecommunications, or other
• related degree; or equivalent combination of education and experience.
• Customer retention and growth experience.
• Understand Customer Journey.
• Customer satisfaction oriented.
• Minimum of 2 years Experience as a Call Centre Agent.
• Exceptional professional communication skills.
• Strong administration, analytical and organizational skills, with a systematic approach to problems.
• Strong networking & relationship-building skills.
• Self-driven, able to work independently as well as a good team player

Salary
N80,000 / Month Gross + HMO + Pension + 10,000 (Transport relief)

Application Closing Date
16th August, 2024.