• Application Deadline: Mon, 30 Dec 2024 00:00:00 GMT
• Position: Customer Care Executive



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 1 - 3 years



• Location Lagos




• Job Field Customer Care 
  
  

Job Overview

• The Customer Care Executive will play a critical role in ensuring customer satisfaction by addressing inquiries, resolving issues, and maintaining strong relationships with customers.


• The ideal candidate will have a solid understanding of telecommunications services and technologies, along with excellent communication and organizational skills.

Key Responsibilities

• Address and resolve customer inquiries and issues promptly and efficiently.


• Coordinate with support teams to ensure customer concerns are resolved effectively.


• Manage trouble tickets, including raising, tracking, and ensuring timely closure.


• Dispatch invoices to enterprise and retail customers in line with established processes.


• Provide timely payment reminders and follow up on collections from customers to meet set targets.


• Implement strategies to improve service quality and Mean Time to Repair (MTTR).


• Assess customer needs and ensure satisfaction by building trust and maintaining strong relationships.


• Communicate openly and interactively with customer accounts to foster long-term loyalty.


• Identify opportunities for additional sales and generate sales leads.

Key Relationships:

• Heads of Departments (Business Development, Customer Care, Project Management).


• Chief Information Officer (CIO) and Managing Director (MD).


• Customers of TecPoint Global Solutions.


• Vendors and partners associated with TecPoint Global Solutions.

Key Performance Indicators (KPIs)

• Mean Time to Repair (MTTR).


• Network uptime.


• Customer Satisfaction Score (CSAT).


• Total tickets resolved and tickets per customer.


• First Response Time (FRT).


• First Contact Resolution (FCR).

Skills and Competencies

Academic Qualifications:

• Bachelor’s Degree in a Science-related field is preferred (other disciplines are welcome to apply).


• NYSC certification is required.

Experience Requirements:

• 1 - 3 years of experience in a telecommunications company or internet service provider.


• Familiarity with the following:
  
  
  
  • Internet Leased Line, Leased Line, and Home Broadband.
  
  
  • FTTH, FTTX, VoIP, IPTV.
  
  
  • Telecommunications operations.
  
  
  
  

Technical Knowledge:

• Basic understanding of telecom technologies, including:
  
  
  
  • Internet bandwidth and leased circuits.
  
  
  • Smart solutions and Internet of Things (IoT).
  
  
  • Internet broadband.
  
  
  
  

Soft Skills:

• Strong organizational and time management skills.


• Detail-oriented and self-motivated.


• Team collaboration and coordination skills.


• Prior experience in telecommunication customer care.


• Strong mathematical and critical reasoning abilities.


• Proficient in Customer Relationship Management (CRM).


• Integrity, honesty, and a customer-centric mindset.


• Strong oral and written communication skills.


• Interpersonal skills with a resourceful and results-oriented approach.