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Customer Success Analyst

Lagos, NG · Full time


Job Description

As a Customer Success Analyst you will be responsible for managing customer queries & complaints, verification of merchants that have been acquired by our Sales agents. You will act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our merchants might face with accuracy and efficiency.

Our ideal candidate should be passionate about helping merchants & customers. Must be patient, empathetic, with great communication skills. At Dukka, Customer feedback is priceless and you can gather that for us.

Responsibilities

  1. Respond promptly to customer inquiries
  2. Achieve assigned call target on a daily basis
  3. Must be willing to go above and beyond for customers
  4. Manage large scale of outbound and inbound calls
  5. Good Knowledge of the Dukka App inside out, to satisfy merchant’s questions & queries.
  6. Maintain a positive, empathetic, and professional attitude toward customers at all times.
  7. Handle customer complaints, provide reliable and/or alternative solutions and follow up to ensure resolution.
  8. Ensure customer satisfaction and provide professional customer support.
  9. Identify and assess customers’ needs to achieve satisfaction
  10. Keeping records of customer interactions, transactions, comments, and complaints
  11. Keep records of customer interactions, process customer accounts and file documents
  12. Follow communication procedures, guidelines and policies
  13. Take the extra mile to engage customers

Skills/Requirements

  1. Experience working as a Customer Support/Representative.
  2. Knowledge of a local language is an advantage
  3. Ordinary National Diploma (OND), a Higher Degree, or its equivalent.
  4. Excellent verbal and written communication skills
  5. Ability to handle irate customers
  6. Good use of Microsoft Office.
  7. Ability to multiple tasks and meet tight deadlines
  8. Self-motivated and can work independently
  9. Empathetic

Job Details

  1. On-site
  2. Six months contract (Renewable)
  3. Shift Schedule.