Customer Retention and Support Representative

Advertising, Media & Communications

Lagos

The Customer Retention and Support Rep will specialize in support and promotion of the Digital Product portfolio to grow and most importantly retain the customer base from churn. The incumbent in this role will uncover and develop leads by understanding our product portfolio, customer needs, and market trends across the laboratory solutions areas. He/She is responsible for retaining churned customers through outbound and inbound inquiries. Generates leads that will become lifetime customers for the digital business.

• Minimum Qualification: OND
• Experience Level: Mid level
• Experience Length: 1 year

• Receives and responds to inbound inquiries from potential customers
• Provides baseline research within targeted accounts to identify key contacts and critical account information prior to prospecting call
• Makes outbound prospecting communications to build and manage lead development pipeline via cold-calling, networking, e-mail/e-marketing, and utilizing Internet information sources
• Develops a deep understanding of the customer including goals, organization structure, decision-making processes, and pain-points
• Identifies customer needs and establishes value by presenting how the Digital products could be a possible solution to decision-makers across multiple B2C segments
• Qualifies all sales leads based upon specific lead qualification criteria definitions
• Starts to develop product expertise
• Support all users from various channels as a 1st line support on typical issues
• Reduce response and resolution times with innovative solutions
• Documents all activity within the CRM application
• Provides weekly updates and reports
• Other related job duties and responsibilities as assigned

• Academic qualification of either an OND or BSc
• 1 - 3 years of work experience
• Excellent communication skills in writing, speaking, listening, and cold-calling
• Ability to converse with and influence senior leaders in companies
• Proven track record of taking ownership and driving results
• Experience with CRM software is a plus
• Strong working knowledge of Microsoft Office products
• Able to work independently in an entrepreneurial environment
• Organizational skills including prioritizing, time management, and meeting deadlines

26 Apr, 2022