Klasha makes it easy for African consumers to shop online. We build technology that allows African consumers to easily access the goods they want on the continent. We enable payments online in local African currencies and can handle the last-mile logistics for our retail partners too. Statistically, Africa is the future, so we believe consumers on the continent should have the same frictionless access to the global e-commerce economy as consumers in the West.
Klasha was founded in Lagos, Nigeria in 2018 and is backed by Techstars, Ginco Investments and a group of notable angel investors. Klasha is run by 20-somethings from five nationalities that speak six different languages between them. Klasha has offices in Johannesburg, South Africa and Lagos, Nigeria.
We are recruiting to fill the position below:
Job Title: Customer Service Manager
Location: Lagos, Nigeria
About the Job
- We’re hiring a Customer Service Manager to manage customer queries and complaints at Klasha.
- You will also be asked to troubleshoot orders, modifications, and escalate complaints across a number of communication channels.
- To do well in this role you need to be a self-starter as you’ll be responsible for starting and managing the customer care team.
- The ideal candidate is also responsible for leading a team of trained product experts who provide our customers with a delightful, frictionless experience.
Responsibilities
- Provide leadership and coaching to assure that all employees succeed in meeting individual performance goals as well as career growth.
- Establish performance benchmarks and hold a team to those goals.
- Resolve customer conflicts and handle escalation procedures.
- Supervise day-to-day operations in the customer service department.
- Respond to customer service issues in a timely manner.
- Create effective customer service procedures, policies, and standards.
- Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
- Implement an effective customer loyalty program.
- Maintain accurate records and document all customer service activities and discussions.
- Assess service statistics and prepare detailed reports on your findings.
- Hire and train new customer service agents (when needed).
- Manage the approved budget of the customer service department.
- Stay informed on the latest industry techniques and methods.
- Implement good customer retention strategies.
- Empathize with every aspect of the customer experience cycle by putting customers’ needs first.
- Guide and coach customers with dedicated customer success processes.
- Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.
- Identify common customer challenges and resolve them.
- Help drive customer references and case studies.
Qualifications
- Bachelor’s Degree or equivalent experience
- 3+ years of customer service experience
- Excellent written and verbal communication skills
- Proficiency in Intercom and Zendesk
- Exceptional spoken and written grammar.
Benefits
- Competitive salary
- Cool company perks
- You’ll be working with a young, growing team based in Lagos, Nigeria that is millennial-driven.
- Fast and expanding career progression
- Flexible working conditions.
How to Apply
Interested and qualified candidates should:
Click here to apply online
Job Title: Social Media Executive
Location: Lagos, Nigeria
About the Job
- Klasha is looking for a results-driven Social Media Executive to join our team. The ideal candidate is a hard-working team player who will play a critical role in creating original digital content across various social media platforms. Proactivity is an essential quality.
- We need the candidate to lead and innovate in developing connections into running communities around the world and be proactive in developing opportunities to maximise social media engagement.
- The candidate must have expertise in creating content for the African market. They must be exceptionally creative and have the ability to work hand-in-hand with graphic designers to create original and engaging graphics for our social media platforms.
Responsibilities
- Develop a global social media strategy linked to company business objectives.
- Manage Instagram, Facebook and Twitter, YouTube Channel and LinkedIn.
- Create and direct original content alongside graphic designers.
- Provide data analysis and metric reporting for clients.
- Be a key contributor to the trajectory of the brand from tactics to top-line acquisition and positioning strategies.
- Research, content creation & content scheduling.
- Real-time timeline and engagement management.
Qualifications
- 2+ years of experience in marketing with a focus on managing social media platforms.
- Knowledge of video, audio, graphic and post-production process.
- It is essential that you are passionate and have good knowledge of the African consumer market.
- Enthusiasm and expertise with an excellent understanding of all major platforms.
- Strong, creative and accurate copywriting skills.
- Ability to adapt the tone of voice and write strategically for each type of person/audience
- Very strong attention to detail and excellent interpersonal and organisational skills are vital, along with a talent for clear communication.
- A sense of fun!
Benefits
- Cool company perks.
- You’ll be working with a young, growing team based in Lagos, Nigeria that is millennial-driven.
- Fast and expanding career progression.
- Flexible working conditions.
How to Apply
Interested and qualified candidates should:
Click here to apply online
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