• Application Deadline: Fri, 30 Jun 2023 00:00:00 GMT
• Position: Customer Care Executive


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 1 - 3 years


• Location Lagos


• Job Field Customer Care 
  

Key Responsibilities

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


• Coordination with Support Teams and ensuring customerissues are resolved efficiently and effectively.


• Raising, following up and closure Trouble Tickets


• Dispatch 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

Requirements

• Graduates in Marketing, Science, Business Administration or any other discipline may also apply


• NYSC Certified


• Must have 1 - 3 years of experience in a 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.

Required Skills:

• Fair Knowledge of Telecom Technologies


• Internet Bandwidth & Leased Circuits


• Innovative Solutions & Internet of Things (IoT)


• Internet Broadband

Soft Skills and 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


• Comprehensive knowledge of telecom products, services, and plans.


• Understanding of telecommunication networks, technologies, and equipment.


• Familiarity with billing processes and account management in the telecom industry.


• Knowledge of customer service principles and practices.


• Proficiency in using customer support software and tools.

Key Measures

• MTTR


• Network Uptime


• Customer Satisfaction Score (CSAT)


• Total Tickets & Closed Tickets per customer


• First Response Time (FRT)


• First Contact Resolution (FCR)