Job Expired

company-logo

Customer Success Manager

Dodai Manufacturing

job-description-icon

Business

Business Administration

Addis Ababa

2 years

1 Position

2024-06-17

to

2024-06-30

Required Skills
Required skills have not yet been specified for this position this job
Fields of study

Business Administration

Full Time

Share

Job Description

Department: Commercial

Location: Addis Ababa, Ethiopia 

Type of Employment: Full-Time 

Reports To: Head of Commercial

Purpose of the Position:

Dodai is seeking a passionate and results-oriented Customer Success Manager to build and lead our after-sales team. You will play a pivotal role in ensuring exceptional customer experiences, driving high customer satisfaction, and fostering long-term brand loyalty. This role requires collaboration across departments, including engineering, manufacturing, and sales, to streamline our after-sales processes and optimize customer support.

Responsibilities:

  • Team Leadership & Development: Establish and lead a high-performing after-sales team, including call center operators. 

  • Customer Experience Lead: Develop and implement strategies to deliver exceptional customer service throughout the entire customer lifecycle, exceeding expectations and building long-term customer relationships.

  • Process Optimization: Collaborate with engineering, manufacturing, and sales departments to identify and implement improvements to after-sales processes, ensuring efficiency and seamless customer support.

  • Call Center Management: Oversee the day-to-day operations of the Dodai call center, ensuring efficient call handling, resolution of customer inquiries,ticket issuing and adherence to service standards.

  • Customer Success Initiatives: Develop and implement proactive customer success programs to identify and address customer needs and prevent potential issues.

  • Data Analysis & Reporting: Analyze and regularly report on customer success performance to management.

  • CRM System Management: Create and maintain a comprehensive and well documented digital history base of all customers and each interaction related to aftersales with Dodai for both internal and external use.

  • Communication & Collaboration: Maintain open communication channels with customers, fostering trust and addressing concerns promptly. Collaborate effectively across departments to ensure a cohesive customer experience.

Job Requirements

  • Bachelor's degree in Business Administration, Customer Service, or a related field.

  • 2+ years of experience in a customer success or similar role, with 2 years in a managerial role with a proven track record of exceeding customer satisfaction goals.

  • Experience building and leading high-performing customer service teams.

  • Strong understanding of customer relationship management (CRM) principles and best practices.

  • Excellent analytical and problem-solving skills.

  • Data-driven approach to customer success, with experience in utilizing customer satisfaction metrics.

  • Excellent communication, interpersonal, and collaboration skills.

  • Ability to work independently and manage multiple priorities in a fast-paced environment.

  • Proficiency in Google work space and customer service software (e.g., Trello, odoo) a must.

  • Fluency in English and Amharic (highly preferred).

How To Apply

Interested and qualified applicants should send their updated CV through THIS LINK

Fields Of Study

Business Administration

Related Jobs

about 12 hours left

Shayashone PLC

General Service Officer (Re-advertised)

General Service Officer

time-icon

Full Time

1 yrs

1 Position


Education Background in a related field of study with relevant work experience Duties and Responsibilities: - Oversee the general office operations to ensure a clean, organized, and efficient working environment. - Manage office supplies, inventory, and the procurement of necessary items. - Handle incoming and outgoing office correspondence, including mail and deliveries. - Coordinate office maintenance and repair services as needed. - Ensure adherence to health and safety regulations, promoting a safe working environment. - Provide administrative support to various departments, facilitating smooth operational workflows.

Addis Ababa

3 days left

Mekhil Empowerment and Training Plc

Admin Assistant

Administrative Associate

time-icon

Full Time

1 yrs

1 Position


Bachelor's Degree in Business Administration or in a related field of study with relevant work experience doing administrative work at an intermediate level. Required Gender: Female Job Type: On-site - Permanent (Full-time) Duties & Responsibilities: - Manage and maintain executives’ schedules, and appointments. - Prepare and edit correspondence, reports, and presentations. - Organize and maintain filing systems, both physical and digital. - Coordinate office activities and operations to ensure efficiency and compliance with company policies. - Assist in organizing meetings, including preparing agendas, taking minutes, and following up on action items. - Handle incoming and outgoing communications, including emails, phone calls, and mail. Required Skills: - Proficiency in MS Office Suite (Word, Excel, PowerPoint, Outlook). - Strong organizational and Time mangement skills - Excellent communication and interpersonal abilities.

Addis Ababa

7 days left

Anbessa Travel

Senior Event Sales and Business Development Officer

Business Development Expert

time-icon

Full Time

5 yrs

1 Position


Bachelor’s Degree in Marketing Management, Business Administration, Event Management, Hospitality or in a related field of study with relevant work experience in event sales, business development, and event planning, preferably in travel, hospitality, or event management. Duties and Responsibilities: - Develop and implement sales strategies to achieve organizational targets for event sales and business growth. - Identify new business opportunities in the event, MICE (Meetings, Incentives, Conferences, and Exhibitions), and corporate travel sectors. - Conduct market research to stay updated on industry trends, competitor activities, and emerging opportunities. - Analyze market data to identify growth potential and areas for improvement. - Ensure high levels of customer satisfaction by addressing client needs and resolving issues promptly. - Implement feedback mechanisms to improve service quality and client experience.

Addis Ababa

about 12 hours left

Tamrin International Trading PLC

Insurance and Facility Management Officer I

Facility Management Officer

time-icon

Full Time

2 yrs

1 Position


BA Degree in Management, Business Administration, Business Management, Office Services Management, Banking or in a related field of study with relevant work experience Duties and Responsibilities: - Participates in dealing  with insurance companies regarding claims and other matters of insurance - Processes the procurement of insurance coverage for permanent and temporary employees and the company’s property as approved by management - Carries out insurance need assessment and submits proposals to supervisor

Addis Ababa

about 12 hours left

Metemamen Micro Financing Institution S.C

Junior Customer Service Officer

Customer Service Officer

time-icon

Full Time

1 - 3 yrs

1 Position


BA DEgree or TVET Level IV\III in Accounting, Economics, Management, Agribusiness or in a related field of study with relevant work experience

Addis Ababa

about 12 hours left

Tamrin International Trading PLC

Senor Planning and Monitoring Officer I

Planning and Performance Evaluation Officer

time-icon

Full Time

2 - 4 yrs

1 Position


MA or BA Degree in  Economics, Statistics, Management, Business Management, Business Administration or in a related field of study with relevant work experience Duties and Responsibilities: - Carries out consolidation and preparation of short, medium and long term plans of the Business  Unit that are integrated with the corporate plan - Evaluates plan versus accomplishment of different work units of the Business Unit, applies different models to solve problems affecting the performance of the company - Designs methodologies and formats to collect and analyze information on plan and accomplishments of the different work units of the Business Unit

Addis Ababa