Life at Spleet – What Customer Success Means to Boluwatife Osewa.
Our mission at Spleet has always been and will continue to be making living affordable and accessible to the average Nigerian. The mission has been accomplished by our members, who have trusted us with finding good homes for them to live in.
For #CustomerServiceWeek, we had a chat with Boluwatife, our Customer Success Manager who works as a bridge between our members and us, about what customer success means to her.
- What role do you play at Spleet?
I am the Customer Success Manager at Spleet, the first point of contact for Spleet. I manage our members and ensure Spleet provides a comfortable living experience for everyone.
- Explain your job to me like I'm 5 years old.
I'm the one everyone comes to when they need help. I'm a real-life superhero because I fix things and solve problems and make people that are sad happy.
- Can you walk us through a day in your life?
When a member call doesn't wake me up at 6 a.m, a typical day begins with me ensuring the cleaning agency is on schedule from 8 a.m to clean our spaces.
Afterwards, I follow up with the facility management team on maintenance requests. I ensure all spaces have power before conducting a general website audit to confirm available spaces.
When I'm done with these tasks, I reach out to prospective customers to convince them to book a subscription and schedule viewings for them.
You will also find me in the engineering requests Slack channel disturbing them for one thing or the other. I go in and out of meetings with the Operations, Business Development and Finance meetings. I also send out courtesy messages to members. It's a hectic routine, but I love every second of it.
- We know you work round the clock; how does it feel being the go-to person for customer needs?
I feel very important and powerful. At the same time, there's some pressure on me to always be available and connected. Being connected means having fully charged devices at all times, being connected to the internet, and staying away from noisy places.
- Dealing with customers isn't easy; what about it overwhelms you most?
To be honest, I get overwhelmed when customers call to yell. I, however, understand that they are not mad at me; instead, they are annoyed at their situation and need someone to rant to and who will listen. Most members just want to be heard and often get calm once they can express themselves and have someone empathise with them.
- What are some of the frequently asked questions by customers?
- How can I be sure of good flatmates?
- How does Spleet work?
- What is a security deposit, and is it refundable?
- Can I pay for my apartment monthly?
- What part of your job gives you the most satisfaction?
Spleet members are the best when they are happy. I love solving customer complaints; I love the feeling of satisfaction and happiness from a member when I provide them with the necessary solutions. I also love the informal bond between the members and me. Our conversations feel like I'm chatting with a friend. There's no "yes ma or yes sir".
- What do you do when you're not putting out fires?
I take short courses in my spare time. Watching movies, listening to music, and hanging out with friends are also things I enjoy doing.
- What is your favourite part of Spleet's culture regarding customer satisfaction?
I love the cooperation and coordination. Once I escalate a particular issue to the team, all hands get on deck, and the problems get fixed quickly. I have a lot of confidence in the Spleet staff, which helps me relate well and proffer solutions to the members.
- Is there anything you'd change about your job?
Nothing. I love my job.