PeopleOS is a comprehensive platform designed for people management, offering cost-effective HR services by integrating advanced technology and extensive industry experience.
It serves as a one-stop-shop for organizations, providing cost-effective solutions and a unified platform to improve performance, support initiatives, and streamline various people management applications.
Applications are invited from interested and qualified candidates to apply for the role of Customer Success Officer at PeopleOS
Customer Success Specialist
Job Specifications:
- Full Time
- Required Qualifications: BA/BSC/HND
- Location: Lagos| Nigeria.
- Category: Customer Care Jobs
- Job Alerts: To receive Job Alerts on WhatsApp, Click HERE
Job Description:
Our client in the E-commerce, logistics and retail industry is seeking a Customer Success Specialist to develop their Customer Success engine. The Customer Success Specialist will champion the customer throughout the engagement lifecycle, enabling them to get the best value from the company. This role is focused on customer retention, driving Net Promoter score to the world class level and leading the customers\’ engagement activities through social media channels.
Summary of Responsibilities
Onboarding & Education
- Guide new users (both buyers and sellers) through the profile setup process, order management, and secure payment processes
- Craft strategies for managing and responding to customer questions/queries through defined company’s channels
- Provide clear instructions to improve user adoption on the company’s services securely and efficiently
Customer Support & Issue Resolution
- Respond promptly to inquiries regarding order tracking, payment issues, or delivery concerns
- Resolve disputes between buyers and sellers by investigating issues, coordinating relevant teams and ensuring fair outcomes
- Provide clear guidance on refunds, returns and transaction delays.
Proactive Customer Engagement
- Build a team of external customer champions and evangelists who will advocate the product and services when needed.
- Maintain regular communication with active users to improve retention and satisfaction.
- Develop educational content (e.g., FAQs, guides) to help customers better understand platform features
Trust & Safety Management
- Monitor transactions for fraudulent behaviour, suspicious activities or payment risks
- Educate customers on best practices for secure transaction
Feedback & Improvement
- Monitor and analyze customer feedback and metrics to identify areas for improvement and implement changes as necessary.
- Collaborate with the products and tech teams to recommend improvements
Retention & Growth
- Establish synergistic relationship with Company’s partners to promote partnership in evaluating and presenting product to customers to drive growth and user base
- Develop strategies to increase repeat purchase and platform engagement
Product Knowledge
- Participate in ongoing training to stay updated on the company’s offerings
- Ensuring accurate and helpful communications with customers
Qualifications and Requirements:
- 3-5 years of Experience as a customer success specialist
- Bachelors degree in any communications or business related field
- Great communication skills (writing and speaking).
- Experience managing and prioritizing multiple customer requests in a fast-paced environment, including timeline scoping and effective re-prioritization
- Knowledgeable on social media trends, B2C marketing, and influencer marketing.
- Experience posting content on FB, IG, Twitter, Snapchat, Reddit, etc.
- Must comprehend the emotional journey of our customers buying/selling stuff online
- Consumer brand, Fintech or ecommerce industry experience
- Experience using marketing software like Hubspot, Zendesk and Notion
- Strong business acumen to own and drive success for the business unit.
Benefits
- Opportunity to work in a fast paced environment
- Competitive salary and benefits package
- Professional development and training opportunities.
Method Of Application
Qualified and interested applicant should click the APPLY HERE LINK below to start filling out the application form and submit it before the deadline.
Deadline: Not Specified
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