Client Success Advisor

Who We Are

Plendify is seeking to operate the #1 Business to Business (B2B) marketplace for businesses in Africa. Our mission is to help bring supply and demand together in Africa by providing businesses access to an online portal where they can connect, network, and grow. We are also building an enterprise-grade fintech platform large financial institution to enable them to serve small businesses across Africa.

Your Mission as a Client Success Advisor will be to act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency and to ensure our business customers receive outstanding support and all their needs are met.

Why Plendify?

• Unique entrepreneurial environment. We're a start-up company, where we have a lot of fun and work extremely hard to provide our clients with a fantastic experience.

• Dress code, we don't have one. (Flip flops, shorts, jeans whatever you please – except when meeting clients or business partners.)

Responsibility and Duties

• Manage large amounts of incoming calls.

• Help suppliers upgrade from basic accounts to paid accounts.

• Help buyers complete their purchases successfully and ensure a high satisfaction.

• Build sustainable relationships and trust with customer accounts through open and interactive communication.

• Provide accurate, valid and complete information by using the right methods/tools.

• Meet client success team sales targets and call handling quotas.

• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.

• Keep records of customer interactions, process customer accounts and file documents.

• Follow communication procedures, guidelines and policies.

• Take the extra mile to engage customers.

• Collaborate with other team members and stakeholders.

• Ask smart questions, take risks, and champion new ideas.

• Perform other duties when needed.

Requirements and Qualifications

• Proven customer support experience or experience as a Client Service Representative.

• Track record of over-achieving quota.

• Strong phone contact handling skills and active listening.

• Customer orientation and ability to adapt/respond to different types of characters.

• Ability to multi-task, prioritize, and manage time effectively Capable of multi-tasking, effective time-management skills, and learn to prioritize tasks.

• Able to work in a fast-paced and with quick turnaround time.

• Open and enthusiastic to learning and exploring new technologies (and respectful of all technologies).

• Able to work independently with minimal guidance and produce high-quality results.

• Excellent written and verbal communication skills.

Nice to haves

• Excellent written and verbal communication skills.

Required Competencies

• Efficiency

• Honesty / Integrity

• Respect

• Attention to Detail

Excellent Value Add Competencies

• Ability to develop people

• Flexibility / Adaptability

• Calm under pressure

• Strategic Thinking / Visioning

• Creativity / Innovation

• Technology Savvy

• Strong Work Ethic

• High Standards

• Listening Skills

• Openness to Ideas and Feedback

• Excellent Communication

• Teamwork

Our Cultural Competencies: All potential hires must have a strong cultural fit to be hired.

• Respect - for self and for others

• Empathy – to support and care of our clients

• Integrity – to do what is right 100% of the time

• Transparency – to be open, curious and inviting

• Excellence – always pushing the envelope