Customer Success Officer at Soundhous – Lagos

Soundhous, a subsidiary of CED Africa, is recruiting a Customer Success Officer in Lagos to oversee the customer experience after purchase, from onboarding and delivery through installation and after-sales support.

Key responsibilities

• Welcome customers after purchase, explain the next steps and guide them in using their products effectively.
• Conduct follow-ups to assess satisfaction, gather reviews and feedback, and build strong relationships that encourage repeat business and referrals.
• Coordinate order fulfilment with warehouse and logistics teams, monitor dispatch timelines and keep customers informed of delivery changes.
• Arrange installations with technical teams, track completion and maintain delivery, installation and customer-acceptance records.
• Respond to post-purchase enquiries and complaints, coordinate technical resolutions, escalate unresolved concerns and follow cases through to closure.
• Manage returns, repairs, replacements and warranty requests in line with company policies and manufacturer requirements, maintaining records and regular updates.
• Keep the customer management system, service reports, delivery notes and handover documentation accurate and current.
• Report on satisfaction, complaint trends, delivery performance and service-resolution outcomes.
• Work with Retail Sales, procurement, logistics, warehouse and technical colleagues to ensure consistent service and share recurring customer issues.

Qualifications and experience

• Bachelor’s degree or HND in Business Administration, Marketing, Customer Relationship Management or a related discipline.
• At least five years’ experience in customer service, customer success, client relations or after-sales support.
• Demonstrated experience working with high-net-worth clients and a polished, professional presentation.
• Strong stakeholder management, CRM knowledge, communication, complaint handling, conflict resolution and problem-solving skills.
• Ability to coordinate several customer requests and service schedules with attention to detail and consistent follow-through.
• Proficiency in Microsoft Office and familiarity with customer management systems.
• Collaborative working style, patience and a strong customer-service orientation.
• Experience in consumer electronics, smart home technology, premium retail or technical product support is an advantage.