Customer Support Executive at SureGifts Nigeria

SureGifts creates and sells vouchers that are used for retail products in Africa. We build an end to end system that generates, distributes and redeem vouchers. We are in partnership with dozens of merchants across Africa and we're looking to expand our network.Therefore, We are recruiting to fill the position below:Job Title: Customer Support ExecutiveLocation: LagosAbout the RoleThe Customer Support Executive, SureGifts is responsible for providing effective customer service to all internal and external customers, using excellent, in-depth knowledge of SureGifts products to meet and exceed customers' expectations.ResponsibilitiesServe as the primary point of contact on all Client specific matters.Communicate daily with clients via different channels (Telephone, Email, Web, Newsletters, Social media etc).Process Client orders/requests/enquiries in line with SureGifts policy and procedures.Collaborate with product and support teams to drive customer issues to resolution.Partner with sales team to meet and exceed customer expectations through timely and accurate feedback and resolution of requests and complaints;Follow up on all new and unresolved customer complaints/issues to ensure resolution.Provide comprehensive and insightful reporting and updates on customer service enquiries, requests and complaints;Contact current and prospective customers to sell and explain products and solicit for new business.Maintain relationships with service providers e.g DHL or other service providers to ensure client orders are within SLA;Proactively identify and lead customer support process improvements.Serve as the voice of the customer to prioritize for platform improvements;Monitor and track customer satisfaction through regular check-ins or surveysProvide administrative assistance and support

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