Customer Success Strategist

2 days ago


Abuja, FCT, Nigeria Hempawa Consult Ltd Full time

Job Overview:

Hempawa Consult Ltd seeks a seasoned professional to spearhead our customer success efforts. As a key member of our team, you will be responsible for overseeing the performance of our customer service representatives and implementing strategies to drive satisfaction.

Key Responsibilities:

  • Serve as a mentor and supervisor to a team of customer service representatives, providing guidance and support to ensure exceptional service delivery.
  • Effectively handle escalated customer inquiries, employing your problem-solving skills to resolve complex issues efficiently.
  • Develop and implement comprehensive customer service strategies aimed at enhancing overall satisfaction.
  • Monitor team performance, offering coaching and feedback to improve service quality and efficiency.
  • Collaborate with other departments to streamline customer support processes, ensuring seamless communication and efficient issue resolution.
  • Maintain accurate records of customer interactions and feedback, using this data to inform future strategy development.

    We're Looking For:

    • A proven track record in customer service, preferably in a leadership role, where you have demonstrated your ability to drive results and enhance customer experiences.
    • Strong problem-solving skills, coupled with a customer-first approach that prioritizes meeting and exceeding client expectations.
    • Excellent communication and interpersonal abilities, allowing you to build strong relationships with colleagues and clients alike.
    • The capacity to multitask in a fast-paced environment, remaining composed under pressure and adapting quickly to changing priorities.
    • Proficiency in CRM software and customer support tools, enabling you to leverage technology to enhance service delivery and efficiency.


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