About Company
Terragon Group is a leading African data and marketing technology company, connecting brands to consumers across the continent. We build proprietary technology that enables businesses to acquire, engage, and retain customers by leveraging data and artificial intelligence. Our innovative platforms empower enterprises to unlock growth and deliver personalized experiences in an increasingly digital world. We are committed to fostering a collaborative, dynamic, and inclusive environment where our employees can thrive and make a tangible impact. Join us as we redefine digital engagement in Africa and contribute to a company that values innovation, customer success, and employee development.
Job Description
Are you a passionate, empathetic, and digitally-savvy individual with a knack for building strong customer relationships? Terragon Group is seeking a dedicated Customer Engagement Specialist to join our dynamic team, focusing specifically on one of our innovative online brands. This is a fully remote position, offering the flexibility to work from your home base in Sangotedo, Lekki, or anywhere within Nigeria, while contributing to a cutting-edge tech environment. As a key player in our customer success ecosystem, you will be the primary point of contact for our valued users, guiding them through their journey, resolving inquiries, and proactively identifying opportunities to enhance their experience. You will play a crucial role in shaping our brand’s perception, transforming customer interactions into lasting relationships, and gathering invaluable feedback that drives product improvements. We’re looking for someone who doesn’t just answer questions but anticipates needs, delights users with exceptional service, and genuinely cares about their success. If you thrive in a fast-paced digital landscape, possess excellent communication skills, and are eager to make a significant impact on an evolving online brand, we encourage you to apply. This role offers a unique opportunity to grow your career within a pioneering African tech company, working with diverse teams and innovative solutions that are shaping the future of digital engagement. Your daily activities will blend problem-solving with proactive outreach, ensuring our customers feel heard, valued, and empowered.
Key Responsibilities
- Serve as the primary point of contact for customer inquiries across multiple digital channels (email, chat, social media, phone), maintaining a high level of responsiveness.
- Provide exceptional support and guidance to users of our online brand, resolving issues, answering questions, and explaining product features clearly and concisely.
- Proactively engage with customers to understand their needs, gather feedback, and identify opportunities for product improvement and service enhancement.
- Educate customers on best practices, new features, and optimal use of our online platform to maximize their success and engagement.
- Document customer interactions, feedback, and resolutions accurately and thoroughly in our CRM system.
- Collaborate cross-functionally with product development, marketing, and sales teams to ensure a cohesive and positive customer experience.
- Identify and escalate complex technical issues or recurring pain points to relevant internal teams for timely resolution.
- Contribute to the creation and improvement of self-help resources, FAQs, and knowledge base articles to empower users.
- Monitor customer satisfaction metrics and proactively work towards improving overall engagement and retention rates.
- Participate in team meetings, training sessions, and continuous learning initiatives to stay updated on product changes and industry best practices.
Required Skills
- Proven experience (2+ years) in a customer service, customer success, or customer engagement role, preferably within an online or tech environment.
- Exceptional written and verbal communication skills in English, with the ability to articulate complex information clearly and empathetically.
- Strong problem-solving abilities and a proactive approach to identifying and resolving customer issues.
- Demonstrated ability to manage multiple communication channels and prioritize tasks effectively in a fast-paced setting.
- High level of empathy and a genuine desire to help customers succeed and build lasting relationships.
- Proficiency in using CRM software (e.g., Zendesk, Salesforce Service Cloud) and other customer support tools.
- Comfortable working independently in a remote environment with minimal supervision, demonstrating self-discipline and accountability.
- Reliable internet connection and a dedicated, professional home office setup conducive to remote work.
Preferred Qualifications
- Bachelor's degree in Communications, Marketing, Business Administration, or a related field.
- Experience with digital marketing platforms, e-commerce, or Software as a Service (SaaS) products.
- Familiarity with data analytics tools to interpret customer feedback and usage patterns.
- Ability to speak other Nigerian languages (e.g., Yoruba, Igbo, Hausa) is a significant plus.
- Previous experience specifically in a remote customer support or engagement role.
Perks & Benefits
- Competitive salary and performance-based incentives aligned with individual and company success.
- Comprehensive health and wellness benefits designed to support your well-being.
- Opportunities for professional development, training, and career growth within a leading African tech company.
- Flexible remote work environment that promotes work-life balance.
- Access to cutting-edge tools and technologies to enhance your productivity and skills.
- Collaborative and supportive team culture that encourages innovation and mutual respect.
- Generous paid time off and observance of public holidays.
- Engaging team-building activities (virtual and occasional in-person) to foster connection.
- The chance to contribute to a company that is making a real impact in Africa's digital landscape.
How to Apply
To apply for this exciting opportunity as a Customer Engagement Specialist, please click on the application link below. You will be redirected to our careers portal where you can submit your resume and a compelling cover letter. Ensure your application clearly highlights your experience in customer engagement, your understanding of online brands, and why you are a great fit for a remote role at Terragon Group. We look forward to reviewing your application!