Job Objective:
The Customer Success Representative plays a crucial role in cultivating customer relationships to enhance retention and loyalty, ultimately elevating customer lifetime value while minimizing churn. As the primary point of contact for customers, this role serves as an internal advocate, collaborating with various teams to expedite issue resolution and offer insights for optimizing the customer experience based on issue logs or customer feedback.
Responsibilities:
Identify and evaluate customer needs to ensure satisfaction.
Foster sustainable relationships and trust through transparent and interactive communication.
Provide accurate, comprehensive information using appropriate tools and methods.
Achieve personal and customer service team sales targets and meet call handling quotas.
Address customer complaints promptly, offering suitable solutions and alternatives within specified timeframes, and ensuring follow-up for resolution.
Maintain records of customer interactions, process accounts, and document relevant information.
Adhere to communication procedures, guidelines, and policies.
Go the extra mile to actively engage with customers.
Qualifications:
Demonstrated experience in customer support or as a Client Service Representative.
Proficient phone contact handling skills and active listening.
Familiarity with CRM systems and best practices.
Customer-oriented with the ability to adapt/respond to different personalities.
Excellent communication and presentation skills.
Strong multitasking ability, prioritization skills, and effective time management.
Residency in Taraba State, Nigeria.
Bachelor’s Degree.
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