Customer Success Associate at Gamma Mobility Limited - 2 Openings

Gamma Mobility is a mobility-fintech company fueling the dreams of gig workers across Africa. We empower riders and drivers with vehicles and financial services through innovative solutions and strategic partnerships. With thriving hubs in Nigeria and Ghana, we're rapidly expanding and we would like you to be a part of our journey.

Job Title: Customer Success Associate

Locations: Akure, Ondo and Ile-Ife, Osun
Employment Type: Full-time

Position Summary

• Gamma Mobility is seeking a Customer Success Associate to support and enhance the customer experience by ensuring seamless onboarding, engagement, and retention of customers.
• The ideal candidate will play a key role in driving customer satisfaction, addressing concerns, and identifying opportunities for upselling and cross-selling.
• This role requires strong communication skills, a customer-focused mindset, and the ability to collaborate with different teams to provide outstanding service.

Key Responsibilities

•  Ensure a seamless onboarding experience for new customers, ensuring they understand our service offerings and operational processes.
• Educate customers on platform usage, vehicle operations, and financial responsibilities.
• Conduct periodic check-ins with customers to ensure a positive experience.
• Monitor customer behavior and feedback, proactively identifying potential concerns.
• Work with the Customer Success Manager to implement customer retention strategies and reduce churn.
• Act as the first point of contact for customer inquiries and complaints, ensuring timely resolution.
• Work with internal teams (Operations, Risk, and Finance) to resolve customer payment, vehicle maintenance, and compliance issues.
• Identify opportunities to promote additional services, such as insurance, maintenance plans, and financial solutions.
• Provide insights to the sales and finance teams on customer needs and product adoption trends.

Requirements

• Bachelor’s Degree in Business Administration, Communications, Marketing, or a related field.
• Strong understanding of customer service principles and customer-centric practices
•  At least 1-2 years of experience in customer support, customer service, or account management roles
• Proven ability to handle customer inquiries, resolve issues, and manage customer accounts effectively.
• Previous experience in a high-volume customer service environment where rapid responses and multitasking are key.
• Ability to de-escalate difficult situations and manage customer frustration with professionalism and patience.
• Excellent time management skills, with the ability to prioritize tasks and handle multiple customer requests simultaneously.

Application Closing Date
Not Specified.