Customer Service Agent at Lipa Later Nigeria

Reports To: Head of Customer Success

About the Role

• Reporting to the Head of Customer Success, the CS agent will be part of Lipa Later Customer Service Team and will be responsible for all interactions with our customers.
• He/she is to ensure all of the questions, requests and issues of the customers are answered and solved in a professional way with customer centricity as our main driving force.

Responsibilities

• Attending to customers issues through inbound calls, social media platforms emails and chats.
• Customer management
• Customer retention strategy implementation.
• Provide product and service information to customers.
• Product pitches and education on our products to customers.
• Resolution and escalation of customer’s issues.
• Contract preparation
• Partner engagement
• Upsell & Cross sale products and services.
• Customer fulfillment and satisfaction
• Assistance in customer experience initiatives
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies.

Requirements

• Undergraduate Degree in Communications, Marketing, Advertising, Public Relations, Media Studies, Business and/or related fields.
• More than 4 years’ customer support experience or experience as a client service agent
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Exceptional fluency (speaking, reading, writing, and understanding) of French required.
• Ability to multi-task, prioritize, and manage time effectively.