Customer Success Associate

• Operate
  as the lead point for any and all matters specific to
  customer account.
  
• Provide
  seamless/personalized customer experience to our
  customers.
  
• Engage
  and build customer loyalty by delivering above-and-beyond
  hospitality via email, phone and other digital
  communications and any other functions as may be assigned
  by the supervisor/team lead.
  
• Interface
  with internal stakeholders to ensure an effective
  resolution process for our customers/stakeholders.
  
• Maintain
  updated knowledge of the organization's products,
  services, and customer service policies.
  
• Communicate
  effectively with stakeholders to help resolve issues with
  Nomba support tools.
  
• Document
  customer interactions when necessary, compiling documents
  and forwarding information to interested parties.
  
• Explain
  simply and clearly in response to customer questions and
  check for customer understanding and acceptance.
  
• 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.
  
• Learn
  our product to configure the platform to meet the needs of
  new users.
  
• Provide
  platform training and onboarding for new and existing
  users.
  
• Develop
  and maintain an ideal user/customer profile and collect
  User feedback.
  
• Interface
  with other internal teams in order to help agents resolve
  their issues.
  
• Escalate
  issues that cannot be resolved on first call
  resolution(FCR) to the backend and follow up on a
  resolution.
  

Requirements

• Strong
  command of written and verbal English
  
• Minimum of a
  Bachelor’s degree from a recognised institution.
  
• Friendly
  and welcoming manner with clients and other members of the
  customer service team.
  
• Action-Oriented
  and should be able to follow up on feedback to ensure
  positive outcomes.
  
• Familiarity
  with customer relationship management (CRM) software
  programs.
  
• Ability
  to explain complex concepts in a clear, simple manner to
  customers.
  
• Excellent
  organizational and multitasking skills.
  
• Ability
  to maintain a calm and polite manner in stressful
  situations.
  
• Willingness
  to cooperate with customers and management to resolve any
  issues that may arise.
  
• Passion
  for delivering an amazing customer experience.
  
• Good
  time management skills and an ability to thrive in a
  fast-paced environment.