Job Expired
Customer Success Manager
Dodai Manufacturing
Business
Business Administration
Addis Ababa
2 years
1 Position
2024-07-15
to
2024-08-13
Business Administration
Full Time
Share
Job Description
Job Title: Customer Success Manager
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 softwares (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
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