Customer Success Specialist (CSS) at Zaph & Zoe

Locations  - Lagos (Ikeja & Ojodu Berger Environ)

Position Summary;

The customer success specialist is the second intermediary (after the Marketing and Sales Exec.) between the company and the customers. Communicating the requests and thoughts of the customers (as regards to product & service) to every person in the company and ensure they are well understood and followed through.

The CSS will be in charge of closing deals with the customers along with the MSE and introducing these customers properly to the company. The CSS will also be in charge of bringing customers to the company, working closely with the Operations Manager and MSE to achieve this.

The CSS must understand that customer satisfaction is key to our vision as a company and will ensure the customer has a satisfied relationship with the company

Organization Interface;

The CSS will report directly to the CEO. The customer service specialist will work closely with the operations manager to see that customer needs are properly communicated to the production team and then entire company. The CSS must see that this communication is followed through. Will work closely with operations manager on ensuring errors in shipping documents are avoided.

The CSS will also work closely with the freight forwarder and shipping lines for proper communication between company, freight forwarder, shipping lines and the company.

Performance Objectives;

• Work closely with customers, get feedbacks, acquaint with different product grades and efficiently communicate to production team for improvement and to maintain product standard. Drastically reduce all complaints from customers in first 3 months by identifying and eliminating all bottlenecks
• Ensure customers are frequently updated on the progress of their jobs. Must be able to greatly improve customer satisfaction.
• Understand prices and pricing model. Negotiate realistic prices, agreements etc that are favorable. To work with CEO on this.
• Ensure detailed contracts are made with all key parties doing business with the company and with customers. Contracts to be acknowledged by all parties.
• Keep track of customer details and buying data. Ensure loyal customers are appreciated.
• Attend to new customer requests swiftly. Make offers and ensure relevant parties are copied in the communication.
• Design an operating plan in the first 2 weeks, to put all the above in check. Present to CEO for commissioning.
• In charge of preparing all shipping documents and forwarding drafts of same to customer before processing the original documents. To liaise with operation manager on this.
• Keep records of all documents and necessary information of each customer in folders
• Ensure swift email communication between shipping lines, freight forwarder, company and all relevant parties
• Engage fully in customer acquisition. Bring new customers to the company through several means as cold calling, internet search, b2b websites etc (to work with CEO on this)

Requirements;

The customer service specialist is to have at least 1 year proven customer service experience. Must be skilled in negotiation. Must be skilled in managing complaints and people. Should be familiar with basic computer platforms such as MS excel, MS word, email. Digital marketing skill will be an advantage.

Candidate should be extremely observant and possess good attention to details. Excellent communication skill (written and oral) is required. Must be passionate and well organized.

Candidate must strive to understand the vision of the company and be willing to run with this vision. Must be willing to be relevant and be an effective part of the organization.