• Application Deadline: Tue, 7 Mar 2023 00:00:00 GMT
• Position: Service Fulfillment Officer


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 2 years


• Location Lagos


• Job Field Administration / Secretarial  , Customer Care 
  

Purpose of the Job

• The activation scheduler deals with the day-to-day scheduling& managing of service order tickets in order to ensure that the mean-time-to-activate (MTTA) customer services as promised is satisfactorily met.


• They function as project coordinators by actively engaging&driving all service fulfillment stakeholders (including customers) towards a desired result: which is delivering service to customer in a timely and satisfactory manner.


• Activation schedulers are also responsible for effectively communicating and managing customer expectation from start-to-finish of the service fulfillment process.

Key Activities

Customer Service Activation Coordination:

• Provide excellent customer service fulfillment coordination in such a way that we can successfully activate customer services and drastically reduce refunds.


• Receive and process all FOS activation service orders from customers as sent in by I-shop, NSD, etc. via the OTRS.


• Schedules customer premises visit for E2E activation jobs with customer and contractors.


• Ensure that when appointments agreed with a customer will be missed or delayed, the customer is informed well ahead of the appointment time.


• Manage and drive all communication with customers from when an activation ticket is raised on the OTRS until when customer service is fulfilled.


• Compile weekly summary report of customer service fulfillment results (activation reports) and submit every Friday, on or before 5pm to your supervisor and other key recipients.


• Validate with customer all completed activation jobs before closing activation tickets on the OTRS.


• Receive, process & store post activation reports and customer feedback forms on the EDRMS.


• Ensure Customer satisfaction at every contact. (via phone, emails, physical interaction or other online medium)


• Follow up on unresolved complaints relating to service fulfillment amongst other customer inquiries.


• Exhibit excellent listening, questioning and communication skills when interacting with customers.


• Be articulate and concise in e-mail communication with customers.


• Adhere to telephone etiquette -- politeness, courteousness, empathy, responsiveness – with the aim of ending all conversation on a win-win note.


• Explain service fulfillment procedures to customers in a satisfactory manner. Answer questions convincingly, provide information and feedback appropriately.


• Track contractors to ensure they comply with schedules & appointments with customer and fulfill MTTA (mean time to activate) targets.


• Comply with the acceptable rules of customer engagement when communicating with customer and ensure other personnel involved in the service activation chain do same too.


• Identify customer needs, clarify information, research every issue and provide solutions and/or alternatives in a clear and unambiguous manner.


• The use of ‘we’ and ‘them’ phrases during customer engagement is totally unacceptable. Be an ipNX ambassador when engaging customers.


• Take ownership of customer issues/inquiries and proactively escalate it to the appropriate action party only after you have concluded your engagement with the customer.


• Build sustainable & engaging relationships with customers by going the extra mile to satisfy their needs. Must be the voice of the customer for all service fulfillment related issues.


• Email and activation ticket handling accuracy


• Prompt response to emails (between 0 – 24hrs).


• Provide timely, accurate and consistent feedback on the OTRS for all activation tickets within the defined update bands


• Ensure responses are consistent with the contents of emails and OTRS data for all inquiries, complaints or feedback.

Response Time to Calls and Emails:

• Ensure prompt response to in-bound calls, especially customer calls.


• Ensure that in-bound calls are picked at the third ring.


• Must be clear, direct and not vague in your communication with customers (either by phone calls, emails or physical interaction).


• Must not engage in verbal altercations with a customer or be perceived as being rude, arrogant and passive when responding to a customer or colleagues.


• Must escalate issues they cannot handle to their supervisor in a timely, proactive manner and follow-up until resolution.


• Identify and escalate priority issues immediately they are observed.


• Must work effectively with colleagues and other customer facing unit personnel to satisfactorily manage customer escalations when they arise.


• Ensure that the number of customers that complain executives after contacting & engaging the scheduling team and not getting resolution is Zero.


• Ensure that the number of irate customers visiting I-shops due to service fulfillment issues is zero. 


• Any other duties assigned by supervisor or manager


• Attend to any other ancillary task as assigned by your line supervisor or manager.

Minimum Requirements

• HND / B.Sc in any Discipline


• Minimum Experience: 2 years experience in a contact center/front desk/customer service, and other similar roles.


• Customer Relations, Sales, Marketing, Human Relations (any other Humanity disciplines) in Telecoms, ISP or Technical Services Company.


• Familiarity with service order management systems and practices, e.g. OTRS, Self-service portals.


• Excellent computer literacy and telephone etiquette.