The Role
Serve as primary contact for job seekers, recruiters, and employers; respond to enquiries across phone, email, chat and social media; resolve issues and escalate as needed; onboard and retain users; support upsell opportunities; collect and report CX feedback and metrics (CSAT, NPS); collaborate with Sales, Product, and Marketing to improve the customer journey.
Summary Generated by Built In
Role: CX Executive
The Customer Experience Executive will be the primary point of contact for Jobberman Ghana's users; job seekers, recruiters, and employers. You will handle enquiries, resolve issues, and ensure every interaction leaves customers feeling heard, valued, and supported. This is a fantastic entry-level opportunity for someone who loves people, communicates with ease, and thrives in a fast-paced digital environment.
Key Responsibilities
Customer Support & Query Resolution
Respond promptly and professionally to customer enquiries via phone, email, live chat, and social media.
Resolve complaints, account issues, and service queries within agreed response time targets.
Escalate complex or unresolved issues to the appropriate team or manager in a timely manner.
Maintain a thorough knowledge of Jobberman's products, services, and platform features to provide accurate guidance.
Customer Onboarding & Retention
Guide new users (job seekers and employers) through the Jobberman platform to ensure a smooth onboarding experience.
Follow up with customers to confirm issue resolution and overall satisfaction.
Identify at-risk customers and proactively reach out to improve retention.
Support upselling and cross-selling of premium Jobberman products where appropriate.
Feedback Collection & Reporting
Gather and document customer feedback, complaints, and suggestions systematically.
Prepare daily, weekly, and monthly customer experience reports for management.
Track key CX metrics including response time, resolution rate, CSAT, and NPS scores.
Share customer insights with relevant teams to drive product and service improvements.
Cross-Functional Collaboration
Liaise with the Sales, Product, and Marketing teams to communicate customer needs and feedback.
Participate in team meetings, training sessions, and CX improvement initiatives.
Contribute ideas to enhance the overall customer journey on the Jobberman platform.
Skills Required
- Excellent verbal and written communication skills
- Ability to handle customer enquiries via phone, email, live chat, and social media
- Customer onboarding and retention support experience or aptitude
- Ability to resolve complaints, escalate appropriately, and follow up to ensure satisfaction
- Comfortable supporting upselling and cross-selling of products
- Ability to gather feedback and prepare daily, weekly, and monthly CX reports
- Familiarity with tracking CX metrics (response time, resolution rate, CSAT, NPS) or willingness to learn
- Ability to collaborate cross-functionally with Sales, Product, and Marketing
- Thrives in a fast-paced digital environment
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The Company
What We Do
Jobberman is Nigeria's leading career development and recruitment solutions company, focusing on connecting qualified job seekers with verified employers. Headquartered in Lagos, Nigeria, the company operates as an online job marketplace and career portal. It provides comprehensive online career development support, training services, and personalized HR solutions designed to empower job seekers and assist employers in finding the right talent.
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