• Application Deadline: Tue, 28 Feb 2023 00:00:00 GMT
• Position: Customer Support Officer


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 1 year


• Location Lagos


• City Lagos Island


• Job Field Customer Care 
  

Main Duties

• Introduce new networking technologies or improve existing technologies to add value to existing services & capabilities.


• Maintaining a positive, empathetic and professional attitude toward Customers at all times.


• Manage large incoming calls from Customers.


• Generate sales leads.


• Responding promptly to Customer inquiries.


• Identify and assess Customers’ needs to achieve satisfaction.


• Communicating with Customers through various channels e.g email, sms and phone call etc.


• Acknowledging and resolving Customer complaints.


• Knowing the company services inside and out so that you can answer questions easily.


• Processing orders, forms, applications and requests.


• Keeping records of Customer interactions, transactions, comments and complaints.


• Communicating and coordinating with colleagues as necessary.


• Providing prompt feedback on the efficiency of the Customer service process.


• Assist in managing a Team of trainees or junior Customer Support representatives in NOC.


• Ensure Customer satisfaction and provide professional Customer support at all times.


• Build sustainable relationships and trust with Customer accounts through open and interactive.


• Provide accurate, valid and complete information by using the right methods/tools e.g MOWE, ZALPRO


• Liaise with Technical Team, Engineering and Account departments on fault resolutions and Customer account reconciliation.


• Handle Customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.


• Troubleshoot with Customer over phone and resolve issues promptly.


• Keep records of Customer interactions, process Customer accounts and file documents.


• Follow communication procedures, guidelines and policies.


• Take the extra mile to engage Customers.


• Any other Tasks assigned to you by the Management.

Personal Qualities & Qualifications

Job Holder need to be:

• Degree holder in Mass Communication, English, Electrical Electronic Engineering, Telecommunications Engineering, Computer Engineering or Science from reputable higher institution.


• Problem-solving skills.


• Ability to communicate clearly.


• A highly effective individual who has an absolute eye for detail and is focussed on improving business performance through exceptional Network – Strategies/Solutions execution, reporting and evaluation.


• Service and process knowledge.


• Friendly attitude.


• Empathy.


• Strong time Management.


• Strong Crisis Management.


• Candidate must possess excellent customer interface, analytical and presentation skills and be able to influence internal and external organizations.

Demand on the Job:

• Must have al teast 1 year cognate experience in Customer Support telecommunication related organisation especially ISP firm.


• Ability and wiliness to work long hours and meet tight deadlines.


• Ability to work under none or minimal supervision.


• Ability to work weekends and in shifts.

Age Bracket:

• 25 - 35 years of age.