Orda Africa Employment Opportunities

Job Title: Customer Success Agent

Location: Nigeria

Role Overview

• The role is dynamic by nature, as it will consist of learning about restaurant solutions and products, acting as a trusted advisor to our customers.
• You will be responsible for providing exceptional service and support to our customers to ensure their success and satisfaction with Orda’s products.
• Each client may have their own needs as such you will need to be proactive.

Responsibilities

• We are looking for a customer-obsessed and highly motivated individual to join our team as a Customer Success Agent.
• Your role will be to act as a trusted advisor to our customers.
• You will be responsible for providing exceptional service and support to our customers to ensure their success and satisfaction with Orda’s products.
• Your role will involve proactive customer communication, problem-solving, training and driving adoption to maximize customer value.
• Act as the first point of contact for customer queries and problems, providing quick and efficient solutions to ensure customer satisfaction.
• Proactively engage with customers to provide guidance and support to drive the adoption and use of Orda’s products.
• Collaborate cross-functionally with sales and product teams to provide feedback, suggestions, and insights into customer interactions to drive product improvement.
• Identify upsell and cross-sell opportunities to drive revenue growth and customer value.
• Conduct regular checks with customers to assess their satisfaction, identify any problems or concerns, and provide solutions to ensure their success.
• Monitor customer usage and adoption, identify opportunities to increase engagement and expand product usage.
• Conduct regular business reviews with customers, analyze their usage data, and provide insights and recommendations to maximize value and achieve desired results.
• Develop and maintain a thorough understanding of Orda’s products, industry trends, and best practices to provide valuable insights and recommendations to customers.
• Participate in the development and implementation of customer success strategies and programs to drive customer satisfaction and retention.
• Meet or exceed individual and team performance metrics, including customer satisfaction, customer retention, and customer activity.

Requirements and Skills
While the list is not exhaustive, it should provide direction on the type of qualification that is envisioned for this role:

• Bachelor’s Degree in Business, Technology, Communication or related field (or equivalent experience of 3 – 5 years).
• Proven experience in a customer-facing role such as customer support, customer success, or account management, preferably in the SaaS industry is a plus.
• Strong interpersonal and communication skills with the ability to build trust and relationships with clients.
• Excellent problem-solving and conflict-resolution skills.
• Technical aptitude and ability to learn quickly and effectively demonstrate software products.
• Strong organizational skills and the ability to handle multiple customer requests and problems concurrently.
• Dynamic, proactive and good team spirit.

Job Title: Onboarding Specialist

Location: Nigeria

Responsibilities

• We are looking for a highly motivated and customer-obsessed individual to join our team as an Onboarding Specialist. As an integral part of our Customer Success team, you will be responsible for ensuring a seamless and exceptional onboarding experience for our valued customers.
• Your primary goal will be to understand their unique needs, guide them through the onboarding process, and prepare them for long-term success with our products/services.
• If you’re passionate about delivering exceptional customer experiences and thrive in a fast-paced, dynamic environment, we would love to hear from you.

What is onboarding in SaaS?

• Onboarding is the process of helping new customers set up their Orda software in a way that encourages them to adopt it thoroughly and seamlessly into their restaurant’s daily operations.
• During the onboarding process, your goal is to show users how to use the most important parts of the software and hammer home the benefits that come with using it regularly.

Responsibilities

• Onboarding Experience: Create a seamless onboarding experience for new customers by understanding their unique needs, goals and challenges. Guide them through the onboarding process, and ensure they have the resources, tools and knowledge they need to effectively utilize Orda’s products/services.
• Relationship building: Build strong customer relationships by actively engaging with customers during the onboarding process. Understand their needs and expectations, proactively address their concerns, and provide excellent support and guidance throughout the onboarding process.
• Product knowledge: Develop a deep understanding of Orda’s products/services and stay abreast of new features and products. Effectively communicate Orda’s product features, benefits and best practices with our customers so that they fully understand the value they can derive from Orda’s products.
• Training and Support: Conduct engaging and informative training sessions to educate customers on how to effectively use Orda’s products/services. Provide ongoing support and troubleshooting assistance, ensuring customers feel confident and empowered in utilizing Orda’s offerings.
• Documentation and reporting: Maintain accurate and up-to-date records of customer interactions, onboarding progress, issues and escalations. Share them on the relevant platforms.
• Handoff to Customer Success Agent: Ensure a successful handoff to the vendor’s customer success agent who is responsible for the long-term relationship with the vendor.

Requirements and Skills
While the list is not exhaustive, it should provide direction on the type of qualification that is envisioned for this role:

• Bachelor’s Degree in Business, Technology, Communication or a related field.
• Proven experience in customer onboarding, customer success or related roles.
• A strong customer-focused mindset with a true passion for delivering exceptional customer experiences.
• Excellent communication and interpersonal skills, ability to build trusting relationships with customers.
• Strong problem-solving and analytical skills and the ability to effectively identify and meet customer needs. Ability to manage multiple priorities and projects in a fast-paced, deadline-driven environment.
• Self-motivated, proactive, adaptable and willing to do whatever it takes to exceed customer expectations.

Application Closing Date
15th June, 2023.

How to Apply
Interested and qualified candidates should submit their Resumes to: recruitment@starkitchensgroup.com using the Job Title as the subject of the email.

Application Question(s)
Here’s a compulsory assessment for all candidates to take before the interview