Klasha was founded in 2018 in Lagos, Nigeria by a team of ex-Amazon, Shopify, Net-a-Porter and ASOS employees. It was founded to make consumer goods online more accessible to customers across Africa. At Klasha, we believe that consumers in Africa should have the same frictionless access to the goods they want regardless of their geographic location. So, we've built a couple of cool products to facilitate this.
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We're hiring a Customer Service Manager to manage customer queries and complaints at Klasha.
You will also be asked to troubleshoot orders, modifications, and escalate complaints across a number of communication channels.
To do well in this role you need to be a self-starter as you'll be responsible for starting and managing the customer care team.
The ideal candidate is also responsible for leading a team of trained product experts who provide our customers with a delightful, frictionless experience.
Responsibilities
Provide leadership and coaching to assure that all employees succeed in meeting individual performance goals as well as career growth.
Establish performance benchmarks and hold a team to those goals.
Resolve customer conflicts and handle escalation procedures.
Supervise day-to-day operations in the customer service department.
Respond to customer service issues in a timely manner.
Create effective customer service procedures, policies, and standards.
Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
Implement an effective customer loyalty program.
Maintain accurate records and document all customer service activities and discussions.
Assess service statistics and prepare detailed reports on your findings.
Hire and train new customer service agents (when needed).
Manage the approved budget of the customer service department.
Stay informed on the latest industry techniques and methods.
Implement good customer retention strategies.
Empathize with every aspect of the customer experience cycle by putting customers’ needs first.
Guide and coach customers with dedicated customer success processes.
Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.
Identify common customer challenges and resolve them.
Help drive customer references and case studies.
Qualifications
Bachelor's Degree or equivalent experience
3+ years of customer service experience
Excellent written and verbal communication skills
Proficiency in Intercom and Zendesk
Exceptional spoken and written grammar.
Benefits
Competitive salary
Cool company perks
You'll be working with a young, growing team based in Lagos, Nigeria that is millennial-driven.
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