À propos du poste
RightCom has been revolutionizing customer experience in Africa for more than a decade. Creating innovative experiences that make customer journey seamless, personalized, simple and outstanding, RightCom empowers businesses in approximately 30 markets to join and thrive in the experience economy.
Our CX platform – RightCom XP – allows businesses to anticipate customer needs and identify upselling and cross-selling opportunities regardless of the touchpoint (mobile app, website, location, contact center, as well as agent network) while RightCom OS offers next-gen managed services (MS) .
Our beliefs are the foundation for how we conduct business every day. We live each day guided by our core values of Creativity, Trust, and Customer Success. Together, our values ensure that we work together as one global team with our customers at the center of everything we do – and they push us to ensure we take care of ourselves, each other, and our communities.
We are embarking on an innovation agenda as an organization-wide transformation of people and technology capabilities to enable digital-first delivery for every product and service. Our ambition is to establish digital and data points that allow us to: attract, retain and develop customers; secure existing revenue streams; and innovate where we identify a competitive advantage.
Our ideal Customer Success Associate (CSA) will be responsible for providing operational support to clients, ensuring their satisfaction, facilitating the adoption of our solutions, and communicating their needs or challenges to internal teams.
Responsibilities
- Customer support
- Manage a client portfolio: onboarding, follow-up, reminders, and regular reviews.
- Understand each client’s business needs to recommend the right features or options.
- Train users on how to use RightCom tools effectively.
- Respond to client requests quickly and proactively, or forward them to the appropriate teams.
- Technical Support & Coordination
- Open and track technical tickets in coordination with the support team.
- Document customer feedback, bugs, and feature requests.
- Ensure compliance with resolution timelines (SLA) and post-resolution satisfaction.
- Serve as a “business liaison” between the client and the technical teams.
- Customer Satisfaction & Loyalty
- Establish regular customer performance metrics (reports, usage data, feedback).
- Identify risks of dissatisfaction or disengagement and alert internal teams.
- Contribute to the creation of support content: guides, FAQs, tutorial videos.
- Subtly promote new features or complementary products.
Qualifications
- Experience: 1 to 3 years in customer relations, support, account management, or technical support.
- Education: Minimum bachelor’s degree in communication, management, IT, marketing, or a related field.
- Proficiency in collaboration tools (Slack, Google Workspace, Notion, etc.).
- Strong written and verbal communication skills, with excellent spelling.
- Service-oriented, patient, organized, and able to manage multiple tasks simultaneously.
- Technical curiosity: ability to understand how a digital platform works.
- Fluency in French required; English is a plus.
