Customer Success Specialist

3 hours ago

Lagos, Lagos, Nigeria Tuteria Limited Full time
Job Overview

Tuteria Limited is a leading provider of educational programs and services. We are seeking a highly skilled and motivated Sales Support Executive to join our team. The ideal candidate will be responsible for providing exceptional customer support, sales assistance, and content collaboration.

Key Responsibilities

This role is critical to the success of our sales team. The Sales Support Executive will be responsible for:
  1. Providing prompt and professional responses to customer inquiries and messages across Meta platforms.
  2. Guiding prospective learners through the enrollment process, explaining course benefits, certifications, and requirements.
  3. Addressing customer concerns or complaints professionally and escalating issues as needed.

Sales Performance

The Sales Support Executive will also work closely with the sales team to implement sales strategies and achieve enrollment targets. This includes:
  1. Collaborating with the sales team to develop and execute sales plans.
  2. Following up with leads generated from Meta channels to convert inquiries into enrollments.
  3. Maintaining an up-to-date understanding of all 18 courses, certifications, and program features to effectively communicate with potential learners.

Content Creation

The Sales Support Executive will also work with the marketing team to create engaging content for Meta platforms, including promotional posts, stories, and ads targeting potential students. This involves:
  1. Working with the marketing team to develop and implement content strategies.
  2. Providing feedback on campaign performance based on customer interactions and market trends.

CRM Management

The Sales Support Executive will be responsible for updating and maintaining the Customer Relationship Management (CRM) system with detailed records of customer interactions, inquiries, and feedback. This includes:
  1. Updating the CRM system with accurate and timely information.
  2. Tracking and reporting on customer engagement metrics to identify trends and opportunities.

Program Delivery

The Sales Support Executive will also assist in organizing virtual program orientation sessions and webinars for prospective students. This involves:
  1. Coordinating with the academic team to provide students with schedules, course materials, and certification details.

Market Intelligence

The Sales Support Executive will monitor competitor activity and industry trends to identify new opportunities and inform sales strategies. This includes:
  1. Monitoring competitor activity and industry trends.
  2. Gathering insights from customer feedback to improve the program's offerings and delivery.

Reporting and Insights

The Sales Support Executive will prepare weekly and monthly reports on sales activities, enrollment progress, and customer engagement. This involves:
  1. Preparing regular reports on sales activities and customer engagement.
  2. Providing actionable insights to improve the customer journey and enhance the program's overall success.

Requirements

To be successful in this role, you will need:
  1. A Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
  2. 2-3 years of experience in sales support, customer service, or a related role, preferably in education or healthcare.
  3. Experience with Meta platforms (Facebook, Instagram, WhatsApp) for business purposes is highly desirable.

Key Skills

You will be successful in this role if you have:
  1. Excellent written and verbal communication skills to effectively engage with diverse customer groups.
  2. Familiarity with Meta Business Suite, CRM tools (e.g., HubSpot, Salesforce), and other sales/marketing platforms.
  3. Strong interpersonal skills with a passion for delivering exceptional customer service.
  4. Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
  5. A results-orientated mindset with the ability to identify and capitalize on sales opportunities.

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