Position: Customer Support, Customer Success
Category: Support
English level: fluent
Years of experience: 3


Customer Success Analyst	 							     	                November 2020 – Present 

1.	Conducts 50+ weekly follow-up calls and emails with new signups and existing customers. 

2.	Part of a team that manages over 8,000 customers across the different platforms provided by the company.

3.	Manages a group of customers who transacts over 300,000,000 naira yearly.

4.	Responds to customer queries in a timely and accurate manner through various communication channels, such as phone, email, or chat.

5.	Ensures all queries and complaints from existing and potential customers are promptly and effectively resolved within service level agreements and follows-up with customers to ensure resolution and gather their feedback.

6.	Researches, documents, and escalates support cases to higher levels of support when unable to resolve issues using available resources.

7.	Conducts product demos for customers and provides training to new company hires.

8.	Assists customers with onboarding and setup by performing training and providing guides to aid them, either through in-person visits or virtual meetings using platforms such as Zoom, Microsoft Teams, or Google Meet.

9.	Compiles and presents weekly reports to management on overall customer satisfaction.

10.	Identify and assess customer needs to achieve satisfaction.

11.	Assists management with creating a support workflow for the support team which has increased productivity.

12.	Reports errors and bugs identified on any of the company’s software solutions to the products and software development team.

13.	Accurately provides and updates customer information using the appropriate methods and tools, such as Zoho CRM, Excel, and Google Sheets.

14.	Collaborates with the product team to provide input and feedback from customers on potential product enhancements.

15.	Creates helpful documentation for the company’s support channels for both internal use and customers’ use. 

16.	Analyzes customer usage data to identify trends and make recommendations for improving the customer experience.

17.	Collaborates with product managers by testing new and updated product features and providing recommendations for improving them.