Customer Success Associate at Dukka Inc.

What we’re looking for

• Dukka is looking for a Retention Associate to join our Customer Success Team. You will use active listening skills to understand customer concerns and work to provide them with solutions.
• In this proactive support role, we expect you to be able to get in front of issues as soon as possible and give us feedback on how to improve client retention.
• If you are a good fit for this role, you must have experience in customer support and issue resolution. We will provide training on the products and/or services we offer so you can educate customers on the true value of our company.

This role reports directly to the Head of Growth.

Job Description

• Develop & implement new strategies to increase customer retention/engagement
• Coordinate with customer success agents to perform weekly business spotlight activities.
• Manage all conversational channels and respond to all messages from customers.
• Conduct NPS survey on a monthly basis and implement feedback where necessary
• Develop & execute strategies aimed at continuous training of new and existing customers regarding the use of our product and services.
• Liaise with customer success agents to assist merchants with product upload.
• Ensure a high level of customer satisfaction through proactive support and active listening.
• Any other duties as may be assigned

Skills/Requirements

• Minimum of 5 years experience in a similar role.
• Integrity, strength of character.
• Strong attention to detail
• Passion for excellence and a constant desire to learn.
• Emotional Intelligence, highly organized and unflappable under pressure.
• Leadership, people management and problem solving skills.
• Effective Communication: People, Verbal and Written skills.
• Experience in customer support or issue resolution
• Computer proficiency
• Empathy.
• Self-control.
• Professionalism.
• Authenticity.
• Acting ability.
• Persuasion.
• Friendliness.

Education

• Whilst it would be great for you to have a Bachelor's/Master’s degree in Business Administration or any social Sciences discipline from an accredited university,
• we place a higher value on significant work experience in the workforce and relevant certification courses to compensate where there is no qualification.