Customer Success Associate

SunFi is an energy financial technology platform that connects people who want solar energy access to payment plans that match their needs. We work with qualified third-party installers to access easier and faster.

We are recruiting to fill the position below:

Job Position: Customer Success Associate

Job Location: Lagos

Job Type: Full-time

About the Role

• As the Customer Success Associate, you will work directly with customers to meet their needs, answer their questions and provide support across a number of communication channels.
• You will act as a bridge between our customers and our company, working to enhance customer satisfaction, drive product adoption, and build long-term relationships.
• Ultimately, the Customer Success Associate would be a support to the Customer Success team to deliver a delightful customer experience.

Responsibilities

• Provide guidance, support, and sharing your experience and best practices to enhance the overall performance and development of the team.
• Collaborate with management to develop and implement customer service strategies that align with the company's goals and objectives, ensuring a seamless customer experience throughout all touchpoints.
• Act as the escalation point for complex or escalated customer inquiries, providing timely and accurate solutions while maintaining a professional and empathetic approach.
• Utilize your extensive product knowledge and understanding to advise clients on possible solutions to their challenges or issues, ensuring they receive the best possible outcomes and value from the products or services offered.
• Continuously evaluate the effectiveness of customer communication channels (e.g., phone, email, chat), making recommendations on improvements or implementing new channels to enhance customer experience and resolve issues efficiently.
• Proactively identify any customer complaints or patterns that could negatively impact customer satisfaction and devise strategies to address and resolve them promptly, aiming for high customer retention rates.
• Executing allotted tasks and customer management within shifts and rotation assigned
• Adherence to company protocols and processes in managing customer relations and engagements
• Coordinate and communicate with colleagues from various departments, such as sales, product development, and marketing, to gather insights and relay customer feedback for continuous improvement initiatives.
• Regularly assess and evaluate the efficiency of the customer service process, identifying areas for improvement and making recommendations to management to enhance the overall customer experience.
• Provide timely data capture on customer success reports, developments, challenges, and other key requirements on a daily

Qualifications

• Candidates should possess a B.Sc / HND with 2+ years of customer support experience in Fintechs or fast-growing tech start-ups.
• Proficient working knowledge of CRM platforms (e.g. Zoho/Hubspot etc.)
• Proven experience in a customer success or client-facing role, preferably within the solar or financial services industry is a plus
• Proven time management skills
• Demonstrated ability to build and sustain strong relationships
• Comfortable using computers and software as a Service, and able to learn digital applications fast
• Good usage of Microsoft Office (emphasis on Word, Excel & PowerPoint)and Google Suite.

Attributes & Skills:

• Customer Relationship Management Skills
• Proven Relationship Management Skills
• A genuine passion for helping customers succeed and a commitment to delivering exceptional service.
• Strong problem-solving skills and the ability to think critically and act proactively.
• Strong understanding of solar financing products and services, or a willingness to quickly learn.
• Excellent written and oral communication skills
• Demonstrated experience and comfort executing customer management initiatives across various customer base
• Familiar with project and customer management tools, tech-savvy
• Strong advisory skills.
• Proficiency in logging and processing support calls.
• Ability to provide feedback and recommendations for process improvement.
• Experience working in tech or other fast-moving environments
• Adaptable and flexible
• Strong time management, organization and speed