Customer Success Officer

Soundhous is seeking a customer-focused and proactive Customer Success Officer to manage the customer experience after a purchase, ensuring that customers receive their products, installations, and support services as promised.

Soundhous, a subsidiary of CED Africa, is recruiting to fill the position below:

About The Role:

• Soundhous is seeking a customer-focused and proactive Customer Success Officer to manage the customer experience after a purchase, ensuring that customers receive their products, installations, and support services as promised.

Key Responsibilities: Customer Onboarding & Relationship Management:

• Contact customers after purchases to welcome them and guide them through the next steps.
• Coordinate customer onboarding and ensure customers understand how to use and get the best value from their purchased products.
• Conduct post-purchase follow-ups to confirm customer satisfaction and identify any concerns.
• Build and maintain positive relationships with customers to encourage repeat business and referrals.
• Request customer reviews and feedback following successful product delivery and installation.
• Ensure customer concerns are acknowledged and addressed promptly.

Delivery & Installation Coordination:

• Coordinate product deliveries and ensure orders are fulfilled within agreed timelines.
• Work with the warehouse and logistics teams to ensure products are available and ready for dispatch.
• Schedule and coordinate product installations with the technical team and customers.
• Keep customers informed about delivery and installation schedules, including any changes or delays.
• Follow up to confirm that deliveries and installations have been completed successfully.
• Maintain accurate records of deliveries, installations, and customer acceptance.

Customer Support & Complaint Resolution:

• Serve as the primary contact for customers requiring post-purchase assistance.
• Respond promptly to customer enquiries, complaints, and service requests.
• Coordinate with the relevant technical teams to resolve product and installation issues within agreed timelines.
• Monitor outstanding customer complaints and ensure they are followed through to resolution.
• Escalate complex or unresolved issues to the appropriate departments.
• Maintain proper records of customer complaints, actions taken, and resolutions.

Returns, Warranty & After-Sales Support:

• Manage customer requests relating to product returns, repairs, replacements, and warranties.
• Ensure all return and warranty requests are handled in line with company policies and manufacturer requirements.
• Coordinate with the warehouse, technical, and procurement teams where necessary.
• Keep customers updated on the status of their warranty and service requests.
• Ensure all warranty claims and product-related issues are properly documented.

Documentation & Reporting:

• Maintain accurate and up-to-date customer records on the company's customer management system.
• Ensure delivery notes, installation reports, service records, and other relevant documents are properly filed.
• Track customer requests and ensure no complaint or service issue is left unresolved.
• Prepare regular reports on customer satisfaction, complaints, delivery performance, and service resolution.
• Maintain proper communication and handover records with the Retail Sales team.

Internal Collaboration:

• Work closely with the Retail Sales team to ensure a smooth transition from the point of purchase to post-purchase support.
• Coordinate with the warehouse, logistics, and installation teams to ensure timely service delivery.
• Communicate customer feedback and recurring product or service issues to relevant departments.
• Ensure the Retail Sales team receives clear updates on customer orders and outstanding issues.

Note: Only shortlisted candidates will be contacted.

• Bachelor's degree or HND in Business Administration, Marketing, Customer Relationship Management, or a related field.
• 5+ years of experience in customer service, customer success, client relations, or after-sales support.
• Experience in consumer electronics, smart home technology, premium retail, or technical product support will be an advantage.
• Proven experience interfacing with high-net-worth clients.
• Must possess a polished and professional appearance suitable for high-net-worth client-facing engagements.
• Has strong stakeholder management skill with a good understanding of customer relationship management and after-sales service processes.
• Excellent verbal and written communication skills.
• Strong complaint-handling, problem-solving, and conflict-resolution skills.
• Ability to coordinate multiple customer requests and service schedules simultaneously.
• Good organisational skills and attention to detail.
• Proficiency in Microsoft Office and familiarity with CRM or customer management systems.
• Ability to work collaboratively with different departments.
• Strong customer orientation, patience, professionalism, and follow-through.

How to apply Interested and qualified candidates should send their CV to: (see Apply by email) using "Customer Success Officer – Soundhous" as the subject of the email.

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