Customer Experience Associate

Who we are looking for

• We are looking for a driven, ambitious, passionate and committed Customer Experience associateto join the team as we grow and expand across Africa and beyond.
• Dynamic, passionate and proven people who want to make a positive difference with the people they work with and customers we support.
• You will have the ability to thrive in a fast-paced and challenging environment where everyone is empowered and committed to deliver the best in industry customer experience.
• Fluency in English (written and spoken) is compulsory and also a ‘can do’ attitude and a thirst to learn and develop professional and soft skills.

Job Description & Summary

• Manage and enhance customer and partner relationships with a keen sense of brand impact.
• Own and manage client communications. Support the technical team by reviewing communications and advising on proper and professional ways to communicate both verbally and written. Be highly professional at all times with a keen eye towards brand protection and elevation.
• Act as the first line of escalation for all customer complaints
• Maintain high confidentiality and provide deep customer insights gleaned to management to aid critical decision making
• Assist in maintaining clear and open two-way channels of communication with other departments within the company.
• Conduct research to recognize and identify unmet customer needs.
• Ensure effective provision of answers to questions and inquiries from the public about COVEpropertiesand services.
• Cross-sell other products to customers
• Regularly meet with customers and be able to engage and gain the confidence of C-Suite executives.
• Be able to represent the company in seminars, webinars and conferences.
• Prepare sales contracts and assisting the technical team in engaging customers during the contract process
• Create and use Newsletters to constantly inform, engage and enlighten our customers and partners and promote products and platform services.
• Implement appropriate business models for improving customer engagement.
• Plan and provide operational strategies for getting the pulse of customers and increasing customer satisfaction
• Negotiate business deals & contracts with potential and existing clients.
• Collaborate with company executives on improving customer satisfaction.
• Assist in the company’s branding and media communication activities such as social media engagements, advertisements, marketing collaterals and web site.
• Prepare business proposals/bids and presentations
• Other duties as assigned by your line manager.

Qualifications Required

• B.Sc / M.Sc Degree in Business Administration, Economics, Marketing or other relevant fields. MBA would be an advantage.
• 2 - 6 years relevant work experience.
• MUST have completed NYSC
• Experience in sales and/or business development operations (REAL ESTATE Industry experience is a bonus).

Skills and Competencies:

• Business research and market intelligence.
• Outstanding customer service and conflict resolution skills.
• Good personal presentation and professionalism.
• Good organization and prioritization skills.
• Good verbal and written communication skills.
• Strong interpersonal skills.
• Attention to details.
• Proficiency in use of Microsoft Office Suite, specifically Excel and PowerPoint.