Customer Relationship Manager

Responsibilities:

Customer Support:

• Respond promptly and professionally to customer enquiries through calls, email, live chat, WhatsApp, social media and other approved channels.
• Assist customers with account creation, login issues, password resets, account settings and other account-related concerns.
• Provide support for issues relating to the Whot Africa app, games, features, payments, rewards, tournaments and other product-related enquiries.
• Troubleshoot customer issues by asking relevant questions, understanding the actual problem and providing appropriate solutions.
• Ensure every customer interaction is handled with professionalism, patience and empathy.
• Take ownership of customer issues rather than simply responding to enquiries.

Customer Satisfaction & Retention:

• Follow up with customers after providing support to confirm that their issues have been fully resolved.
• Monitor unresolved and recurring customer issues and ensure appropriate follow-up.
  
• Identify opportunities to improve customer satisfaction, engagement and retention.
• Gather customer feedback and communicate relevant insights to the appropriate teams.
• Advocate for customer needs and recommend improvements based on recurring customer concerns.
• Support initiatives aimed at improving customer loyalty and reducing customer churn.

Customer Interaction & Documentation:

•  Maintain accurate records of customer enquiries, complaints, actions taken and resolutions.
• Ensure all relevant customer interactions are properly documented on the approved customer service platform.
• Prepare regular reports highlighting customer issues, recurring complaints, resolution trends and customer feedback.
• Monitor customer service conversations to identify gaps in communication, service delivery or product experience.
• Escalate complex, unresolved or recurring issues to the appropriate team.

Product Updates, Promotions & Community Engagement

• Stay informed about new Whot Studios products, features, updates, tournaments, promotions and campaigns.
• Communicate relevant product updates and promotions to customers.
• Encourage customers to participate in approved events, promotions, contests and testing activities.
• Support customer engagement initiatives that strengthen the Whot Studios community.

Policy, Privacy & Process Compliance:

• Follow approved customer service processes, policies and escalation procedures.
• Handle customer information responsibly and maintain confidentiality at all times.
• Ensure customer interactions comply with company policies and applicable privacy requirements.
• Maintain up-to-date knowledge of Whot Studios products, services, policies and customer service procedures.

Collaboration & Escalation:

• Work closely with the Product and Technical teams to resolve customer issues.
• Provide internal teams with clear information when escalating customer complaints or technical issues.
• Identify patterns in customer complaints that may indicate product, technical or operational issues.
• Participate in team meetings and contribute customer insights and suggestions for improving service delivery.

Training & Continuous Improvement:

• Participate in customer service, product and technology training sessions.
• Stay updated on changes to Whot Studios products, tools and customer service processes.
• Share knowledge, customer insights and best practices with other members of the team.
• Continuously improve communication, troubleshooting and customer service skills.

Reporting & Communication:

• Provide regular updates to the CEO and HR on customer issues and service trends.
• Report unresolved and high-priority customer complaints promptly.
• Maintain clear and professional communication with customers, colleagues and management.
• Contribute to weekly and monthly customer service reports and reviews.

Requirements:

• Minimum of 4 years' experience in customer service, customer support, client relations or a related role.
• Experience supporting customers through multiple channels including live chat, WhatsApp, email and phone.
• Experience with customer service platforms such as Zoho SalesIQ, CRM, or similar tools is an advantage.
• Strong written and verbal communication skills.
• Strong active listening and problem-solving skills.
• Ability to troubleshoot customer issues and ask appropriate follow-up questions.
  
• Strong attention to detail and documentation skills.
• Ability to remain calm, patient, and professional when handling difficult customers.
• Good understanding of digital products, mobile applications, or gaming platforms is an advantage.
• Ability to work collaboratively with technical and non-technical teams.
• Must be comfortable working in a fast-paced environment.