Customer Success Associate
Lagos, Lagos, Nigeria
Full Time
Experienced
The successful candidate will combine customer service and customer success responsibilities to improve customer satisfaction, drive customer retention, and enhance the overall customer experience for a clothing brand.
The role involves engaging customers, monitoring customer feedback and performance metrics, identifying opportunities for improvement, and collaborating with internal teams to ensure seamless service delivery.
Key Responsibilities
* Serve as a primary point of contact for customers, responding to inquiries, concerns, and feedback professionally and promptly.
* Manage escalated customer complaints and ensure timely and effective resolution.
* Proactively engage customers to understand their needs, encourage product adoption, and improve their overall experience.
* Build and maintain strong customer relationships to improve satisfaction, loyalty, retention, and long-term value.
* Monitor customer engagement and satisfaction levels, identify potential risks, and recommend appropriate solutions.
* Identify opportunities for upselling, cross-selling, and account growth based on customer needs.
* Collaborate with the Production, Sales, Marketing, and other relevant teams to resolve customer issues and improve service delivery.
* Identify gaps in customer service processes and recommend improvements to enhance efficiency and customer satisfaction.
* Maintain accurate records of customer interactions, inquiries, complaints, and resolutions using Apparel Magic.
* Track and report key customer service and success metrics, including response times, resolution rates, customer satisfaction, and retention.
* Manage high volumes of customer interactions across phone, email, and digital platforms while maintaining consistent service quality.
* Use customer feedback and data insights to identify trends, anticipate customer needs, and support continuous improvement initiatives.
Requirement
* Bachelor’s degree, HND, or equivalent qualification.
* A minimum of 5 years of overall work experience.
* At least 3 years of experience in customer service or customer success.
* Experience managing customer complaints, escalations, and relationship management.
* Experience maintaining customer records, preparing reports, and tracking performance metrics
* Excellent verbal and written communication skills.
* Strong interpersonal and relationship management skills.
* Excellent customer service and problem-solving abilities.
* Strong attention to detail and documentation skills.
* Good organizational and time management skills.
* Ability to analyse customer feedback and track performance metrics.
* Strong stakeholder management and cross-functional collaboration skills.
* Adaptability and the ability to manage multiple customer requests effectively.
* Ability to identify process gaps and recommend practical improvements.
The role involves engaging customers, monitoring customer feedback and performance metrics, identifying opportunities for improvement, and collaborating with internal teams to ensure seamless service delivery.
Key Responsibilities
* Serve as a primary point of contact for customers, responding to inquiries, concerns, and feedback professionally and promptly.
* Manage escalated customer complaints and ensure timely and effective resolution.
* Proactively engage customers to understand their needs, encourage product adoption, and improve their overall experience.
* Build and maintain strong customer relationships to improve satisfaction, loyalty, retention, and long-term value.
* Monitor customer engagement and satisfaction levels, identify potential risks, and recommend appropriate solutions.
* Identify opportunities for upselling, cross-selling, and account growth based on customer needs.
* Collaborate with the Production, Sales, Marketing, and other relevant teams to resolve customer issues and improve service delivery.
* Identify gaps in customer service processes and recommend improvements to enhance efficiency and customer satisfaction.
* Maintain accurate records of customer interactions, inquiries, complaints, and resolutions using Apparel Magic.
* Track and report key customer service and success metrics, including response times, resolution rates, customer satisfaction, and retention.
* Manage high volumes of customer interactions across phone, email, and digital platforms while maintaining consistent service quality.
* Use customer feedback and data insights to identify trends, anticipate customer needs, and support continuous improvement initiatives.
Requirement
* Bachelor’s degree, HND, or equivalent qualification.
* A minimum of 5 years of overall work experience.
* At least 3 years of experience in customer service or customer success.
* Experience managing customer complaints, escalations, and relationship management.
* Experience maintaining customer records, preparing reports, and tracking performance metrics
* Excellent verbal and written communication skills.
* Strong interpersonal and relationship management skills.
* Excellent customer service and problem-solving abilities.
* Strong attention to detail and documentation skills.
* Good organizational and time management skills.
* Ability to analyse customer feedback and track performance metrics.
* Strong stakeholder management and cross-functional collaboration skills.
* Adaptability and the ability to manage multiple customer requests effectively.
* Ability to identify process gaps and recommend practical improvements.
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