ipNX is one of Nigeria’s fastest-growing Information and Communications Technology companies, serving a multitude of needs across enterprises, small businesses and residents with innovative, world-class services.
We are recruiting to fill the position below:
Job Title: Billing Support Officer
Location: Lagos
Employment Type: Full-time
Job Description
- The Billing Support Officer deals with customers’ complaints via telephone and emails.
- They are required to handle a variety of functions, including end-to-end resolution of Billing issues.
- Officers make an important contribution to customer satisfaction by providing prompt, efficient and courteous service to callers.
- Written in outcome language, this is not a listing of tasks but a grouping of tasks to determine the outcomes required from the tasks.
Responsibilities
- Ensure Customer satisfaction at every contact via Phone on all Billing issues / enquiries
- Ensure Customer satisfaction
- Excellent Listening, questioning and communication skills
- Adhere to the telephone etiquette Billing Support Supervisor Billing Support Officer
- Informs customers by explaining procedures; answering questions; providing information and feedback
- Ensure prompt response to in-bound calls
- Must be clear, direct and not vague in their communication with customers
- Manage large amounts of inbound and/or outbound calls in a timely manner
- Meet personal/team qualitative and quantitative call targets.
- Customer Engagement
- Follow communication scripts when handling different Billing topics
- Identify customer’ needs, clarify information and provide solutions and/or alternatives
- OTRS Tickets
- Ensure prompt and accurate response to tickets
- Customer Retention Rate
- Provide excellent customer service in such a way that we can retain the customers
- Must be the voice of the Customer
- Maintain a high completed Call rate
- Ensure that the Call abandonment rate is very less than 10%
- Maintain a call completion rate of 90%
- Ensure that in-bound calls are picked before the third ring
- Escalations
- Must promptly escalate issues that they cannot handle to their supervisor
- Must avoid keeping the customer waiting on a call Identify and escalate priority issues observed
Qualifications
- Candidates should possess an HND / B.Sc in any discipline
- Must have at least 6 Months experience in a contact center
- Customer Relations, Sales, Marketing, Human Relations (Any other Human Related) work
- Customer Focus
- Tech-savvy
- Action orientation
- Drive results
- Cultivate Innovation
- Ability to optimize work processes.
Application Closing Date
30th August, 2024.
How to Apply
Interested and qualified candidates should :
Clik here to apply online