• Application Deadline:
• Position: Estate Operations Management Associate


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 1 - 2 years


• Location Lagos


• Job Field Sales / Marketing / Retail / Business Development 
  

Job Description

• Manage engagement on WhatsApp channels, and drive resolution of all cases received through the channel. Maintain a daily/weekly/monthly etc reports of WhatsApp affairs, and proactively create and monitor tickets for all triggered and escalated cases.

Responsibilities

• 100% comms sent to all estates affected by outages.


• Maintain 15 mins SLA of Outage Notification from ALERT is communicated.


• Proactively give customers feedback.


• NPS score of +15 by year end


• Drive and ensure prompt resolution of Cases/Support


• CSAT score of 60% by Year end for all estate customers.


• Adherence to all required Daily, Weekly, Monthly etc reports.


• Track updates of all escalated cases.


• CES score of 60% Year end.


• Achievement of the monthly Target.


• NPS score of +15 by year end


• CSAT score of 60% by Year end for all estate customers.

Qualifications

• Graduate with at least 1-2 years’ experience.


• Completed NYSC.


• Telecoms and/or Finance sector is desirable.


• Customer service/experience (Front line, Retail shops or Contact enter) highly desirable.

Skills:

• Exceptional Communication and Interpersonal skills.


• Exceptional reporting and task follow up skills.


• Ability to multi-task.


• Proactive approach to tasks.