Your customer doesn’t care how much you know until they know how much you care and this is what fuels the customer success team at Sofri.
Meet Ngozi James a member of the Sofri customer success team as she shares her behind the scenes story with us.
1) Describe your job in three words.
Proactive, advocative and empathy-driven.
2) What did you study in school, and how did you transition into your current role?
I studied Psychology, which naturally transitioned me into my role in customer success. Understanding human behavior and communication has been instrumental in building stronger client relationships. My passion for helping people and creating positive experiences aligns perfectly with this field. Being a scholar of Psychology has given me the insight needed to approach customer challenges with empathy, while ensuring their success and satisfaction with our product.
3) What is your day-to-day like? (What does your role entail?)
I start by clocking in, checking emails for urgent issues, and reviewing my tickets and tasks.
After a team sync, I spend the day balancing customer outreach with resolving incoming issues. A significant part of my role involves frequent communication through calls, emails, or meetings with clients and internal teams to ensure alignment and timely solutions. Before clocking out, I update reports and plan for the next day.
As a Customer Success Officer, my day is a blend of proactive and reactive tasks focused on ensuring that our customers derive maximum value from our product. It involves understanding customer needs, addressing their concerns, and guiding them to success with our solutions.
4) What’s the coolest thing you’re working on right now?
I’m currently working on an exciting initiative to increase the engagement of our loan customers with the Sofri App. It’s thrilling to be at the fore front of introducing a large number of people to the digital world and seeing them embracing the app’s capabilities.
5) What is the best thing about being a part of the Sofri Team?
The best part of being on the Sofri team is the growth environment. Being surrounded by young, goal-oriented individuals in a positive atmosphere keeps my life and career on track. It’s an incredible learning ground.
6) What has been your proudest moment while working in your current role at Sofri?
My proudest moment comes from receiving positive feedback on customer satisfaction. It’s incredibly rewarding to know that I’ve positively impacted our customers by delivering excellent service and representing my company in the best possible way.
7) What other job role would you most like to swap places with for a day?
Human Resources. I’m intrigued by the people-centric focus and the role HR plays in shaping the company culture.
8) What did you want to grow up to be when you were a kid?
As a child, I aspired to be a fashionista. I was drawn to the creativity of design and the ability to express personality through fashion.
9) What website do you visit the most every day?
I frequently visit fashion-related websites like Vogue’s Fashion Shows, where I keep up with the latest runway trends and designer collections, and Sisi Jemimah’s blog, which fuels my culinary adventures.
10) Tell us something interesting we don’t know about you.
I’m essentially a peacekeeper in disguise—I thrive on resolving conflicts and ensuring that those around me remain happy and content.
