Customer Success Executive at Quality Foods Africa

• The ideal candidate is to be the trusted advisor to customers while partnering with internal cross-functional teams to understand customer goals and key performance metrics and exceed those goals throughout the customer life cycle.
• Customer Success Executive is responsible for retention, adoption, and expansion of the brands with an assigned base of customers. 
• In summary the top priority for this role is to ensure high-quality experience for our customers,resulting in their satisfaction and advocacy

Job responsibilities

• Manage relationships with customers to maintain overall customer health and growth.
• Meet and exceed retention goals.
• Leverage relationships with the customer to qualify leads and help facilitate cross-sell and up-sell opportunities.
• Be a spokesperson for the brands with the customer – share our digital transformation vision
• Maintain high customer satisfaction and ensure that customers act as the brands’ advocates.
• Organize and orchestrate cross functional resources to fulfill customer requirements, and proactively engage in helping customer business success.
• Participate in on-boarding activities and product demonstrations post purchase.
• Be the voice of the customer back to our Product organization, communicate trending customer feedback and ideas.
• Telemarketing ( staffs are expected to cross sell and Upsell with targets given every month.
• Inbound calls
• Outbound calls
• Email Resolution
• Response to life chat ( Whatsapp, Google review).
• Be the first point of escalation for response to all our social media pages, escalated by the digital marketer.

Requirements

• Bachelor's Degree in Business, Management, Communications, IT, Telecommunications, or other related degree;or equivalent combination of education and experience.
• Customer retention and growth experience.
• Understand Customer Journey.
• Customer satisfaction oriented.
• Minimum of 2 years Experience as a Call Centre Agent.
• Exceptional professional communication skills.
• Strong administration, analytical and organizational skills, with a systematic approach to problems.
• Strong networking & relationship building skills.
• Self-driven, able to work independently as well as a good team player