Customer Success Associate

OVERVIEW

Garage is an auto maintenance and financing platform that connects car owners and fleet owners to highly vetted mechanics and help with distribution of auto parts.

The Customer Success Associate role will support Garage’s operations and ensure that managers and employees across the company have the right information and assistance to do their jobs. The Customer Success Associate is a critical role that Garage Senior leaders rely on to get visibility as to what is happening in all parts of the organization and ensure that the company’s operations work like a well-oiled machine. Successful candidates in this role will be great communicators, driven, self-motivated, entrepreneurial, resourceful, highly organized, able to work with little supervision and obsessed about customer service. This role will require you to work on the field at least 40-50% of the time and be based in the Great Accra Region.

WHAT YOU WILL DO:

As a Customer Success Associate you will be collaborating with the sales, operations, products and other teams at Garage to drive long term client engagement, retention, adoption and satisfaction. Your responsibilities will include but not limited to:

  • On-boarding mechanics, fleet owners and other partners onto the Garage platform
  • Complete rating assessment (credit and service quality) for every new mechanic following Garage’s rating system criteria
  • Coordinate parts delivery to mechanics and other partners
  • Coordinate service delivery between mechanics, fleet owners and car owners to ensure a seamless 5-STAR experience for all
  • Lead customer relationship management for Garage partners following Garage This involves regular follow-up with mechanics and other stakeholders to aggregate issues they are facing, payment reminders, reordering reminders, responding to needs they have and providing support as needed.
  • Work with pod leaders to coordinate and facilitate payment collection
  • Create purchase orders and reorders for all mechanics, retailer and other partners of Garage and enter data in Garage backend
  • Collaborate with Garage leadership to brainstorm retention strategy for Garage partners
  • Complete diagnostics for customers as needed.
  • Any other activities assigned by Garage leadership to support company operations

QUALIFICATIONS:

  • Bachelors degree from a top school in Africa or internationally
  • Intermediate to advanced proficiency with excel, word, PowerPoint, google drive
  • Proficiency with data entry
  • 2+ years experience working in customer service at a logistics company, mining company, oil and gas company, bank or high growth startup
  • Street smart and resourceful
  • Excellent communicator (verbal, text, email)
  • Excellent customer service skills

COMPENSATION:

  • We provide very competitive compensation for the best candidates and also offer generous performance-based incentives for the highest performers

BENEFITS:

  • Stipend for transportation (if working in the field or running errands)
  • Stipend for Whatsapp data
  • Clothing allowance for Garage based uniform
  • Phone (if working in the field)
  • Team Dinners
  • SSNIT contribution
  • Others
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