• Application Deadline: Thu, 8 Dec 2022 00:00:00 GMT
• Position: Customer Service Executive


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 1 - 3 years


• Location Lagos


• Job Field Customer Care 
  


• Salary Range ₦50,000 - ₦100,000/month
  

Global Profilers is a Recruitment & HR Services firm specialized in recruitment in Africa; we are currently looking for a customer service executive for our client who is an internet service provider.

JOB DESCRIPTION

Summary

The Customer Care Executive would have the following responsibilities:

Responsibilities

• Attend to Customer’s Issues & resolve them in timely & efficient manner


• Coordination with Support Teams and ensuring the customers issues is resolved efficiently and effectively


• Raising, following up and closure of Trouble Tickets


• Dispatch of Invoices to Enterprise & Retail Customers as per the laid down process


• Follow up for Collections through timely reminders to Enterprise & Retail Customers


• Ensuring Collections of receivables is achieved as per the set targets


• Service & MTTR Improvement Plans


• Identify and assess customers' needs to achieve satisfaction


• Build sustainable relationships and trust with customer accounts through open and interactive communication


• Generate Sales Leads

Key Relationships

• HOD/CIO/MD of TecPoint Global Solutions


• HOD Business Development Department


• HOD Customer Care Department


• HOD Project Management Department


• Customers of TecPoint Global Solutions


• Vendors & Partners of TecPoint Global Solutions

Fair Knowledge of Telecom Technologies:

• Internet Bandwidth & Leased Circuits


• Smart Solutions & Internet of Things (IoT)


• Internet Broadband

Soft Skills & Characteristics:

• Strong organizational skills


• Self-motivated and detail-oriented


• Quick to collaborate and coordinate with team members when necessary


• Prior experience working with Telecommunication Customer Care Department


• Strong math and critical reasoning skills


• Customer Relationship Management


• Integrity & Honesty


• Team Player


• Interpersonal Skills


• Resourcefulness & Result Oriented approach


• Customer Oriented Approach


• Strong Oral & Written Communication

Key Measurables

• MTTR


• Network Uptime


• Customer Satisfaction Score (CSAT)


• Total Tickets & Tickets per Customer


• First Response Time (FRT)


• First Contact Resolution (FCR)

Academic Qualification       

• Graduate in science preferable, any other discipline may also apply


• NYSC Certified

Experience

·         Minimum of 1 - 3 years of experience in Telecommunications Company or Internet Service Provider with a fair knowledge of Internet Leased Line, Leased Line, Home Broadband, FTTH, FTTX, VoIP, IPTV and Telecommunications Operations.

RENUMERATION: N900, 000 to N1, 200, 000 Per Annum plus other benefits