Customer Success / Call Centre Executive Job at QFA Nigeria Limited

QFA Nigeria Limited (Krispy Kreme) is the official franchisee of Krispy Kreme, Dodo Pizza and Scoop'd

We are recruiting to fill the position below:

Job Position: Customer Success / Call Centre Executive
Job Location: Lagos
Employment Type: Full-time

Responsibilities

• Manage relationships with customers to maintain overall customer health and growth.
• Meet and exceed retention goals.
• Leverage relationships with the customer to qualify leads and help facilitate cross-sell and up-sell opportunities.
• Participate in onboarding activities and product demonstrations post-purchase.
• Be the voice of the customer back to our Product organization, communicate trending customer feedback and ideas.
• Be a spokesperson for the brands with the customer – share our digital transformation vision
• Maintain high customer satisfaction and ensure that customers act as the brands’ advocates.
• Organize and orchestrate cross functional resources to fulfill customer requirements, and proactively engage in helping customer business success.
• Telemarketing (staff is expected to cross-sell and Upsell with targets given every month.
• Inbound calls
• Outbound calls
• Email Resolution
• Response to life chat ( WhatsApp, Google review).
• Be the first point of escalation for response to all our social media pages, escalated by the digital marketer.

Requirements

• Bachelor's Degree in Business, Management, Communications, IT, Telecommunications, or other related degree; or equivalent combination of education and experience.
• Minimum of 2 years of Experience as a Call Centre Agent.
• Customer retention and growth experience.
• Understand Customer Journey.
• Customer satisfaction oriented.
• Exceptional professional communication skills.
• Strong administration, analytical and organizational skills, with a systematic approach to problems.
• Strong networking & relationship-building skills.
• Self-driven, able to work independently as well as a good team player

Salary
N80,000 / Month Gross + HMO + Pension + 10,000 (Transport relief)

Method of Application
Interested and qualified candidates should send their CV to: recruitment@qfafrica.com using the Job Position as the subject of the email.