• Application Deadline:
• Position: Customer Care Executive



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 1 - 3 years



• Location Lagos




• City Obalende




• Job Field Customer Care, Success and Service 
  
  

Job Summary

• We are seeking a Customer Care Executive with experience in the Telecommunications or Internet Service Provider (ISP) industry to manage customer inquiries, complaints, trouble tickets, service follow-ups, and customer relationships while ensuring timely resolution and excellent service delivery.

Key Responsibilities

• Handle and resolve customer complaints and service issues promptly.


• Raise, monitor, follow up, and close trouble tickets.


• Coordinate with technical/support teams to ensure timely issue resolution.


• Follow up on invoices and customer receivables/collections.


• Monitor and support service improvement and MTTR targets.


• Build and maintain strong customer relationships.


• Identify and generate potential sales leads.


• Maintain accurate records of customer interactions and resolutions.

Key Performance Indicators

• Customer Satisfaction (CSAT)


• First Response Time (FRT)


• First Contact Resolution (FCR)


• Mean Time to Repair (MTTR)


• Network Uptime


• Ticket Resolution Rate

Requirements

• Bachelor's Degree/HND, preferably in Science or a related discipline.


• NYSC certified.


• 1–3 years' experience in Telecommunications or an ISP.


• Good knowledge of Leased Lines, Broadband, FTTH/FTTX, VoIP, IPTV, IoT, and telecommunications operations.


• Previous experience in a Telecommunications Customer Care role is highly desirable.


• Strong communication, interpersonal, problem-solving, and customer relationship management skills.


• Self-motivated, organized, detail-oriented, and results-driven.