Customer Success Officer Lagos

Soundhous, a subsidiary of CED Africa, is  recruiting to fill the position below:  Job Title: Customer Success Officer

Location: Lagos

Employment Type: Full-time About the Role

Soundhous is seeking a customer-focused and proactive Customer Success Officer to manage the customer experience after a purchase, ensuring that customers receive their products, installations, and support services as promised.

Contact customers after purchases to welcome them and guide them through the next steps. Coordinate customer onboarding and ensure customers understand how to use and get the best value from their purchased products. Conduct post-purchase follow-ups to confirm customer satisfaction and identify any concerns. Build and maintain positive relationships with customers to encourage repeat business and referrals. Request customer reviews and feedback following successful product delivery and installation. Ensure customer concerns are acknowledged and addressed promptly.

Coordinate product deliveries and ensure orders are fulfilled within agreed timelines. Work with the warehouse and logistics teams to ensure products are available and ready for dispatch. Schedule and coordinate product installations with the technical team and customers. Keep customers informed about delivery and installation schedules, including any changes or delays. Follow up to confirm that deliveries and installations have been completed successfully. Maintain accurate records of deliveries, installations, and customer acceptance.

Serve as the primary contact for customers requiring post-purchase assistance. Respond promptly to customer enquiries, complaints, and service requests. Coordinate with the relevant technical teams to resolve product and installation issues within agreed timelines. Monitor outstanding customer complaints and ensure they are followed through to resolution. Escalate complex or unresolved issues to the appropriate departments. Maintain proper records of customer complaints, actions taken, and resolutions.

Returns, Warranty & After-Sales Support:

Manage customer requests relating to product returns, repairs, replacements, and warranties. Ensure all return and warranty requests are handled in line with company policies and manufacturer requirements. Coordinate with the warehouse, technical, and procurement teams where necessary. Keep customers updated on the status of their warranty and service requests. Ensure all warranty claims and product-related issues are properly documented.

Maintain accurate and up-to-date customer records on the company's customer management system. Ensure delivery notes, installation reports, service records, and other relevant documents are properly filed. Track customer requests and ensure no complaint or service issue is left unresolved. Prepare regular reports on customer satisfaction, complaints, delivery performance, and service resolution. Maintain proper communication and handover records with the Retail Sales team.

Work closely with the Retail Sales team to ensure a smooth transition from the point of purchase to post-purchase support. Coordinate with the warehouse, logistics, and installation teams to ensure timely service delivery. Communicate customer feedback and recurring product or service issues to relevant departments. Ensure the Retail Sales team receives clear updates on customer orders and outstanding issues.

Requirements and Qualifications

Bachelor's degree or HND in Business Administration, Marketing, Customer Relationship Management, or a related field. 5+ years of experience in customer service, customer success, client relations, or after-sales support. Experience in consumer electronics, smart home technology, premium retail, or technical product support will be an advantage. Proven experience interfacing with high-net-worth clients. Must possess a polished and professional appearance suitable for high-net-worth client-facing engagements. Has strong stakeholder management skill with a good understanding of customer relationship management and after-sales service processes. Excellent verbal and written communication skills. Strong complaint-handling, problem-solving, and conflict-resolution skills. Ability to coordinate multiple customer requests and service schedules simultaneously. Good organisational skills and attention to detail. Proficiency in Microsoft Office and familiarity with CRM or customer management systems. Ability to work collaboratively with different departments. Strong customer orientation, patience, professionalism, and follow-through.

17th November, 2026. How to Apply

Interested and qualified candidates should send their CV to: [Email hidden - Login to reveal] using "Customer Success Officer – Soundhous" as the subject of the email.

Note: Only shortlisted candidates will be contacted.