Business Development Associate/Customer Success

Type of Employment: Full-Time
Location: Addis Ababa
Reports to: Head of Business Development

Purpose of the Position
The Business Development Associate will play a critical role in expanding Dodai’s corporate client base and ensuring the satisfaction and retention of existing corporate accounts. This position requires a proactive approach to understanding customer needs, solving problems, and building strategic partnerships to enhance the customer experience.

Key Responsibilities

• Customer Experience:
  • Develop and implement processes to deliver exceptional customer service throughout the entire customer lifecycle, exceeding expectations and building long-term customer relationships.
  • Consistently follow up with customers to understand their experience with Dodai bikes
• Process Optimization:
  • Collaborate with engineering, manufacturing, and sales departments to identify and implement improvements to after-sales processes, ensuring efficiency and seamless customer support.
• Registrations
  • Support customers in the process of GPS, number plate registering and Association registering 
• Call Center Management:
  • Oversee the day-to-day operations of the internal or outsourced 3rd party call center, ensuring efficient call handling, resolution of customer inquiries, ticket issuing, and adherence to service standards.
• Customer Success Initiatives:
  • Suggest and implement proactive customer success programs to identify and address customer needs and prevent potential issues.
• Data Analysis & Reporting:
  • Analyze and regularly report on customer success performance to management.
• CRM System Management:
  • Create and maintain a comprehensive and well-documented digital history base of all customers and each interaction related to aftersales with Dodai for both internal and external use.
• Communication & Collaboration:
  • Maintain open communication channels with customers, fostering trust and addressing concerns promptly. Collaborate effectively across departments to ensure a cohesive customer experience.

About You

• Bachelor’s degree in Business Administration, Customer Service, or a related field.
• 3+ years of experience in a customer success or similar role, with 1 year in a supervisor role with a proven track record of exceeding customer satisfaction goals.
• Experience building and leading high-performing customer service teams.
• Strong understanding of customer relationship management (CRM) principles and best practices.
• Excellent analytical and problem-solving skills.
• A data-driven approach to customer success, with experience in utilizing customer satisfaction metrics.
• Excellent communication, interpersonal, and collaboration skills.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Proficiency in Google work space and customer service software (e.g., Trello, odoo) a must.
• Fluency in English and Amharic (highly preferred).