Customer Success Analyst at Dukka Inc.

As a Customer Success Analyst you will be responsible for managing customer queries & complaints, verification of merchants that have been acquired by our Sales agents. You will act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our merchants might face with accuracy and efficiency.

Our ideal candidate should be passionate about helping merchants & customers. Must be patient, empathetic, with great communication skills. At Dukka, Customer feedback is priceless and you can gather that for us.

Responsibilities

• Respond promptly to customer inquiries
• Achieve assigned call target on a daily basis
• Must be willing to go above and beyond for customers
• Manage large scale of outbound and inbound calls
• Good Knowledge of the Dukka App inside out, to satisfy merchant’s questions & queries.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Handle customer complaints, provide reliable and/or alternative solutions and follow up to ensure resolution.
• Ensure customer satisfaction and provide professional customer support.
• Identify and assess customers’ needs to achieve satisfaction
• Keeping records of customer interactions, transactions, comments, and complaints
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers

Skills/Requirements

• Experience working as a Customer Support/Representative.
• Knowledge of a local language is an advantage
• Ordinary National Diploma (OND), a Higher Degree, or its equivalent.
• Excellent verbal and written communication skills
• Ability to handle irate customers
• Good use of Microsoft Office.
• Ability to multiple tasks and meet tight deadlines
• Self-motivated and can work independently
• Empathetic
• Job Details
• On-site
• Six months contract (Renewable)
• Shift Schedule.