About us

Tripesa is a Ugandan-based SaaS company that develops digital solutions to manage and scale tourism business operations. Our service enables customers to build secure, template-based custom websites, web applications, and marketplaces. All our customers get access to a dashboard/CMS with business-tailored features such as inventory management, bookings & payments, and events management.

Job Summary

As a Customer Support Representative, you will play a pivotal role in establishing and nurturing strong relationships with our clients to ensure that the customers derive maximum value from the product or service, leading to long-term satisfaction, loyalty and retention.

Key Responsibilities for a Customer Success Representative at Tripesa.

These key responsibilities are designed to align the Customer Success Representative with Tripesa's strategic objectives. The role will focus on enhancing customer satisfaction, fostering strong client relationships, and driving product adoption through effective communication, collaboration, and data-driven insights.

1. Client Onboarding:

• Build Expert and dynamic knowledge of the company’s product and services so as to educate customers on the product capabilities.
• Guide clients through the onboarding process, ensuring a seamless adoption of the company product.
• Provide training on the Tripesa platform usage, highlighting key features like payments, the bookings, website building as well as the management system through the dashboard like handling inquiries.

2. Client Relationship Management:

• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Identify and assess customers’ needs and expectations to achieve satisfaction
• Maintain daily records of customer interactions and documentation of issues and resolutions in the CRM.

3. Support and Issue Resolution:

• Respond quickly, professionally and accurately to customer inquiries regarding their concerns and complaints using the right communication channels.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Escalate technical or complex issues to line manager while maintaining clear communication with the client.

4. Retention and Growth:

• Monitor customer satisfaction and engagement level by using the NPS
• Proactively addressing potential risks of churn.
• Identify opportunities of upselling and cross selling

5. Feedback & Retention:

• Gathering Customer feedback through surveys, personal engagements with clients and reviews.
• Creating customer personas

6. Documentation & Reporting:

• Maintain detailed records of client interactions and progress in the CRM and customer journey mapping.
• Prepare periodic reports on client satisfaction and engagement.

Key Qualifications

Education

• Bachelor’s degree in business, Sales, Marketing, or a related field.

Experience

• Proven experience (2+ years) in customer service.
• Proven record in building strong client relationships and client satisfaction.

Skills and Competencies

• Commitment to excellent customer service
• Strong phone contact handling skills and active listening
• Superb interpersonal skills with the ability to quickly build rapport with customers and with the team.
• Ability to multi-task, prioritize, and manage time effectively
• Ability to adapt/respond to different types of characters
• Able to work comfortably in a fast-paced environment
• Competency and experience in Microsoft applications including Word, Excel

Key Performance Indicators for Customer Success Representative at Tripesa

1. Net Promoter Score (NPS)

• Description: The likelihood that a client would recommend the company to others.
• Objective: A high NPS score suggests strong customer loyalty, which correlates with retention.
• Formula: Customers are asked to rate the likelihood of recommending the company and rate the Customer Service Representative on a scale from 0 to 10. Those scoring 9-10 are promoters, 7-8 are passives, and 0-6 are detractors.

2. Onboarding Success:

• Description: The time taken to fully onboard a new client.
• Objective: To enable new customers to quickly understand and effectively utilize the product, its value and achieve desired outcomes thereby increasing customer engagement and overall satisfaction.
• Formula: Customer Journey Mapping, Time to Onboard, Time to first Value.

3. Client Retention Rate

• Description: The percentage of clients that remain with the company over a specific period.
• Objective: High retention rates indicate that the Customer Success Representative is successfully maintaining strong client relationships and addressing client needs.

4. Client Engagement

• Description: The frequency of building and maintaining relationships with customers through quality interactions tailored to their needs and interests.
• KPI: Customer Lifetime Value.
• Objective: To increase customer satisfaction, brand loyalty, generate referrals and encourage repeat purchases/renewal.

5. Upselling and Cross-Selling Revenue:

• Description: Refers to the additional income a business generates by strategically encouraging customers to purchase a more expensive version of the product or to buy related products alongside their initial purchase. Free Subscription>Basic Subscription>Premium>Custom
• KPI: Customer Lifetime Value.
• Objective: To increase order value, inform customers about additional options they may not already know about to increase revenue, customer satisfaction and brand loyalty.