Jobs: Customer Experience and Marketing Specialist
Customer Experience and Marketing Specialist
Job Summary
Our company, Jerepage.com (Jerepage) is a startup online is a registered online trading & auction platform in Nigeria. The business is established as a private company in Nigeria, to bridge the trust gap between sellers and buyers (both to be called users interchangeably) of high-end unique and exclusive items, whether new or old (but in pristine condition). We are looking for a dedicated Customer Support & Marketing Specialist to assist our customers with technical problems and user experience queries/ issues. We invite you to join us as a pioneer staff to launch our business with a chance to grow with us and become a senior level contributor and partner. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with help desk software and back end website administration. Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.
- Minimum Qualification: HND
- Experience Level: Entry level
- Experience Length: 2 years
Job Description
Role type: Time share –dedicated hours and frequency to be agreed and reviewed as workload increases.
Compensation: Commensurate to forecast workload, frequency and timing. % fixed, % commission based.
Work hours: Part time. Work load separation will be explored per significant traffic/ demand increase.
The role responsibilities include:
- Managing back end administration. Candidate will be trained and supported by web designer.
- Responding to customer queries in a timely and accurate way, via phone, email or chat
- Identifying customer needs, recommending solutions and guiding website users through features and functionalities.
- Improving customer service experience, create engaged customers and facilitate organic growth
- Taking ownership of customers issues and following problems through to resolution
- Analyzing and reporting website or after sale service malfunctions(for example, by testing different scenarios or impersonating users)
- Developing call center “scripts” to be used when handling different topics Identifying customers’ needs, clarify information.
- Manage social media marketing campaigns and day-to-day activities including: Develop relevant content topics to reach the company's target customers. Create, curate, and manage all published content (images, video, written and audio/podcast).
- Planning, implementing and monitoring the company's social media strategy in order to increase brand awareness, improve Marketing efforts and increase sales.
- Update our internal databases with information about technical issues and useful discussions with customers. Monitor customer complaints on social media and reach out to provide assistance
- Share feature requests and effective workarounds with team members
- Inform customers about new features and functionalities
- Follow up with customers to ensure their technical issues are resolved
- Gather customer feedback and share with our Product, Sales and Marketing teams
- Assist in training junior Customer Support Representatives
Qualifications
- Minimum HND
- Must have some level of experience in WordPress, Graphics design, Digital marketing, etc.
- It’s important you have some level of experience in aforementioned scopes; our role is to help you push up and build your career path.
- Good verbal and written communication skills, proficiency in English language in a must.
- Min. 2 years experience with social media advert and promotion.
- Ability to work remotely with self owned work tools if required. Jerepage will cover associated access fees and associated job performance expenses and provide active customer care phone lines and mobile phone. **Candidates will be expected to demonstrate proven time management skills, ability to work with minimal supervision and cost-effective utilization of provided tools and funds.
- Excellent interpersonal skills. Experience in remote customer service will be an added advantage
- Attention to details, ability to deliver clear and concise reports,
- Strong Problem solving skills is a mandatory requirement
- Basic Strategy skills: Ability to think outside the box, make valuable suggestions and contributions to meet company’s goals and objectives.
- Willingness to develop skills and self and strong desire to build a long-lasting relationship with the team with medium term aspiration to become a line manager.
- Must be residing in Lagos, preferably (but not mandatory) within Lagos mainland- Lekki Axis
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