Customer Care Associate

Found in: beBee S NG - 3 weeks ago


Lagos, Nigeria YIP Online Limited Full time

Responsibilities:

Serve as the primary point of contact for assigned clients, building strong relationships and understanding their needs and objectives.Onboard new clients, providing guidance on product features, best practices, and implementation processes.Proactively engage with clients to identify opportunities for upselling or cross-selling additional products or services.Monitor client usage and adoption of our products, providing guidance and support to drive maximum value and success.Collaborate with cross-functional teams, including Sales, Product, and Support, to ensure seamless client experiences and resolutions to issues.Conduct regular check-ins and business reviews with clients to review performance metrics, gather feedback, and identify areas for improvement.Serve as an advocate for clients within the company, communicating their needs and feedback to relevant stakeholders.Assist in the development of customer success resources, including documentation, training materials, and best practice guides.Stay updated on industry trends and best practices in customer success to continuously improve strategies and processes.Ensure high levels of customer satisfaction, retention, and loyalty through proactive communication and problem-solving.


Requirements:

Bachelor's degree in Business Administration, Marketing, Communications, or a related field.Proven experience in customer success, account management, or a similar client-facing role.Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients.Strong problem-solving and critical-thinking abilities, with a proactive and solution-oriented mindset.Ability to manage multiple priorities and thrive in a fast-paced, dynamic environment.Familiarity with CRM systems and customer success software is a plus.Passion for technology and innovation, with a desire to learn and grow in the field of customer success.


Key Performance Indicators (KPIs):

Customer Satisfaction Score (CSAT)Retention RateNet Promoter Score (NPS)Upsell/Cross-sell RevenueCustomer Health MetricsResponse TimeClient Onboarding TimeChurn Rate
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