Exciting Career Opportunity at Traaple

Exciting Career Opportunity at Traaple

• Position: Customer Success Manager
• Location: Accra, Ghana (in collaboration with Bee and Bloom Digital).
• Contract Type: 6-Month Contract (Subject to Extension based on Performance).
• Salary: Monthly salary ranges from GHS 4,000 to GHS 6,000.

About Traaple.

Traaple is a pioneering travel research and technology startup dedicated to changing the way people discover and book activities in Africa. Our revolutionary digital platform connects customers to one-of-a-kind events and adventures, enriching their travel itineraries. We are expanding our operations into Ghana and are looking for a motivated and experienced Customer Success Manager to head our customer support team in this thriving market.

Job Overview

The Customer Success Manager will be in charge of building and managing the customer service unit in Ghana. This role is crucial for ensuring that our consumers have a smooth and pleasurable experience with our app. The ideal applicant would be a proactive leader with extensive experience in customer service and a thorough understanding of the travel industry.

Responsibilities

• Create and implement a comprehensive customer service plan that aligns with Traaple’s vision and goals.
• Create and improve customer service processes, rules, and standards to ensure high-quality service.
• Recruit, train, and lead a team of customer service professionals.
• Create a good and productive team atmosphere that promotes ongoing learning and progress.
• Provide great service to Traaple users via email, phone, and live chat.
• Resolve client issues quickly and effectively, resulting in high levels of customer satisfaction.
• Track and evaluate customer service KPIs and performance statistics.
• Prepare and present frequent reports on customer service performance, including significant findings and recommendations.
• Collect and analyze consumer feedback to discover trends, challenges, and opportunities for improvement.
• Collaborate with the product development and marketing teams to incorporate consumer feedback into the app’s features and services.
• Create and implement customer success strategies to increase user engagement and retention.
• Create and maintain materials such as FAQs, user guides, and tutorials to help clients utilize the app efficiently.

Key Results:

• Recruit and onboard at least two more customer service representatives during the first two months.
• Achieve a customer satisfaction level (CSAT) of 85% or better by the conclusion of the first six months.
• Reduce the average response time to consumer requests to less than 2 hours within 3 months.
• By the conclusion of the first six months, 90% of customer issues will have been resolved on the first contact.
• Increase user engagement with the app’s features by 25% in the first six months.
• Increase user retention rates by the conclusion of the first six months.
• Implement a strategy for gathering client feedback and suggestions during the first month.
• Deliver weekly and monthly reports on consumer input and suggested product changes.

Qualifications

• A bachelor’s degree in business, hospitality, tourism, or a closely related field.
• A minimum of three years experience in customer service management, ideally in the travel or technology sectors.
• Proven track record of developing and leading high-performing customer service teams.
• Excellent leadership and interpersonal abilities.
• Excellent communication abilities, both written and spoken.
• Ability to assess data and make sound conclusions.
• Proficiency with customer service software and tools.
• A passion for travel and a thorough awareness of the African travel landscape are advantageous.
• Knowledge of CRM software is advantageous.

How to Apply for this Career Opportunity at Traaple

Interested candidates should send their résumé and a cover letter outlining their relevant experience and why they are a good fit for this position to jennifer@beeandbloom.digital. Applications will be considered on a rolling basis.

Application Deadline: June 18, 2024.

Traaple is an Equal Opportunity Employer. We value diversity and strive to provide an inclusive atmosphere for all employees.

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