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  • Posted: Oct 16, 2023
    Deadline: Not specified
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    Quality Foods Africa is building quality fast and nutritious food businesses, with a pan African ambition. Our mission is to provide global standards of dining experience, hygiene and service quality to Africa's consumers.
    Read more about this company

     

    Customer Success / Call Centre Executives

    JOB ROLE:

    • 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

    Method of Application

    If you are qualified and interested, please send your CV to recruitment@qfafrica.com. Only qualified candidates will be contacted.

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