Customer Success Associate at RightCom

RightCom is a cloud-based software company founded in April 2013. We provide customer experience management service and a complementary suite of enterprise software focused on survey and data collection, customer service management, queue management, digital signage, facial analysis, customer success, appointment booking, and data analytics. We are the #1 CX platform in Africa.

We are recruiting to fill the position below:

Job Title: Customer Success Associate

Location: Nigeria

Job Summary

As a Customer Success Associate, you’ll work directly with your team to provide fast, helpful and thorough assistance to our clients.
Our ideal candidate is a curious, empathetic, detail-oriented with critical thinking and problem solver who enjoys helping businesses get unstuck.
You are a good communicator who looks out for the best solution to a problem rather than only sticking with the status quo and will go the extra mile for our clients.

Responsibilities
We’ll trust you to:

Solve problems via email, phone, live chat, social media, or in-person
Process routine requests such as business activation requests
Work with assigned Product Teams to deeply understand and improve some
the aspect of our suite of products
Update the self-serve Help Desk knowledge base so that customers can get answers quickly
Escalate transaction issues to, and liaise with external partners for resolution
Support Key Account Managers to meet the needs of our largest customers
Highlight ideas on how to improve the product and better serve our customers.

Requirements
You’ll thrive as a Customer Success Associate if you:

Interested candidates should possess relevant qualifications.
Have similar past experience in any of these industries – tech, enterprise software, financial services, banking, insurance, eCommerce.
Are an excellent writer and speaker of English, able to take complex ideas and explain them in plain, compelling language
Have an endless capacity for patience and calm, even when everyone around you is freaking out
Embody the principle of servant leadership: you have genuine empathy for customers, and you’re happy to go the extra mile to help them succeed
Appreciate the importance of following up: either with members of the team on behalf of customers, or following up with customers to assure them that their issue is being worked on
Are interested in learning all you can about how to provide world-class customer support
Love to do the work to solve complex issues when the answers are not readily available.

Remuneration
You’ll have some generous benefits: