Customer Onboarding Executive

Responsibilities:

• Create and manage the team onboarding goals and expectations based on the duration of goals set;
• Manage a high-volume, high-velocity pipeline of leads from several channels to crush your quota;
• Build an effective onboarding process for onboarding and converting first-time users;
• Formulating and revising customer onboarding policies and promoting their implementation;
• Assist in informing the team of all new information related to products, procedures, and trends;
• Manage and track onboarding inquiries resolution or brief the appropriate department to complete the inquiry;
• Build rapport with prospects from the initial conversation through successful activation of accounts, keeping all of your progress updated in the CRM;
• Assist Team Lead in communicating with the Product and Marketing Teams to collect feedback from first-time users and determine the direction of Crop2Cash in Agriculture;
• Assist Team Lead in communicating with internal departments to provide an efficient workflow to handle both technical and merchants-related issues;
• Delivering performance evaluations for all members of the team;
• Assist in building the budget of the customer support department;
• Collaborate with Team Lead to create and implement structures and standard documentation for the Customer Support team;
• Collaborate with HR for team recruitment and selection process;
• Other relevant tasks as assigned to the employee.

Requirements:

• HND or B.Sc degree
• Previous experience in customer service, technical service, and other related fields
• Written and Oral Communication skills
• Documentation and Presentation skills
• Proficiency in Google WorkSpace, CRM, tools, and ClickUp.
• Team Collaboration and Delegation
• Prioritization and time management skills
• Ability to speak and understand multiple languages (Hausa, Yoruba, Igbo).
• Empathy and problem-solving skills