Customer Success Intern at Softcom Limited Full Time

Job Title: Customer Success Intern

Location: Ikeja, Lagos

Job Profile

• We are looking for a Customer Success Specialist to assist our customers with technical problems when using our products and services.
• Customer Success Specialist responsibilities include resolving customer queries, recommending solutions, and guiding product users through features and functionalities.
• To be successful in this role, you should be an excellent communicator who’s able to earn our Customers’ trust. You should also be familiar with help desk software.
• Ultimately, you will help establish our reputation as a company that offers excellent customer support.

Responsibilities
As a Customer Success Specialist, your job responsibilities will include the following:

• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them.
• Work cross-departmentally to coordinate customer needs, resolve issues, and ensure customer satisfaction via phone, email, and chat.
• Responsible for customer satisfaction and retention by developing, tracking, and reporting performance metrics and indicators
• Analyze trends in C-Sat/NPS scores to identify areas of improvement
• Conduct regular customer pulse checks to identify pain points, friction points and get feedback on overall satisfaction
• Develops and maintains long-term business relationships by serving as an internal advocate and client liaison.
• Establish a trusted and strategic advisor relationship and drive continued value of our products and services.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Articulate customer needs to internal business units to drive strategic decisions.

Requirements
You’ll be a good fit for this position if you:

• Have an understanding of how CRM systems work
• Prior customer support or relevant experience
• Excellent written and verbal communication and problem-solving skills
• Ability to explain complex issues in a simple and understandable way
• Multi-tasking abilities
• Analytical skills.
• Patience when handling tough cases.

Application Closing Date
Not Specified.