• Application Deadline:
• Position: Relationship Manager - Stage 1



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 2 - 3 years



• Location Lagos




• Job Field Customer Care 
  
  

Description

• The Recovery Team delivers world-class management of critical escalations for non-premier customers, quickly solving issues that affect business.


• You’ll earn our customers’ and partners’ trust to positively represent our clients and exceed customer expectations as you coordinate and communicate with them throughout resolution of the issue.


• This team embraces a growth mindset that encourages you to lean in and learn what matters most to our customers and make decisions that put the customer first.

This role will:

• Communicate with end-users via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue.


• Provide customers with frequent, timely updates on case progress and resolution, ensuring a positive customer experience.


• Gauge the severity of incidents by identifying the impact of software or hardware failure on the customer’s business and use appropriate conflict resolution techniques as needed.


• Collaborate with cross-functional teams to ensure timely and accurate issue resolution.


• Manage the incident lifecycle to ensure the case progresses as planned and that all stakeholders are updated regularly.


• Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.


• Mentor junior specialists as needed or requested by management.

In this role

• 2 – 3 years of experience in customer service, customer support, or technical support is required.


• Some higher-level education is preferred.


• Certifications relevant to the product are helpful.


• Must have completed the compulsory 1-year NYSC or have an exemption certificate.


• A valid and up to date National Identity Card/NIMC slip is required upon commencement of this role.

Recovery is a good fit for you if:

• You’re familiar with Microsoft products, programs, and services.


• You have customer service experience and a desire to learn new technical skills.


• You have strong negotiation and problem-solving skills.


• You’re good at developing and maintaining positive working relationships.


• You’re an excellent multi-tasker with great organizational skills.


• You’re proficient in both written and spoken English.