Global Profilers, a Profiler Group Company, is a global recruitment and resourcing company with focus on African markets. We are experienced working within numerous fields such as: Telecom, IEC, Infra 25, Oil & Gas, Mining, Financial services and Banking, FMCG/CD, Education and Agriculture to name a few.
We are recruiting to fill the position below:
Job Title: Customer Care Executive
Location: Lagos
Employment Type: Full-time
Job Overview
- The Customer Care Executive will play a critical role in ensuring customer satisfaction by addressing inquiries, resolving issues, and maintaining strong relationships with customers.
- The ideal candidate will have a solid understanding of telecommunications services and technologies, along with excellent communication and organizational skills.
Responsibilities
- Address and resolve customer inquiries and issues promptly and efficiently.
- Coordinate with support teams to ensure customer concerns are resolved effectively.
- Manage trouble tickets, including raising, tracking, and ensuring timely closure.
- Dispatch invoices to enterprise and retail customers in line with established processes.
- Provide timely payment reminders and follow up on collections from customers to meet set targets.
- Implement strategies to improve service quality and Mean Time to Repair (MTTR).
- Assess customer needs and ensure satisfaction by building trust and maintaining strong relationships.
- Communicate openly and interactively with customer accounts to foster long-term loyalty.
- Identify opportunities for additional sales and generate sales leads.
Key Relationships:
- Heads of Departments (Business Development, Customer Care, Project Management).
- Chief Information Officer (CIO) and Managing Director (MD).
- Customers of TecPoint Global Solutions.
- Vendors and partners associated with TecPoint Global Solutions.
Key Performance Indicators (KPIs)
- Mean Time to Repair (MTTR).
- Network uptime.
- Customer Satisfaction Score (CSAT).
- Total tickets resolved and tickets per customer.
- First Response Time (FRT).
- First Contact Resolution (FCR).
Requirements
- A bachelor’s degree in a science-related field is preferred (other disciplines are welcome to apply).
- NYSC certification is required.
- 1–3 years of experience in a telecommunications company or internet service provider.
- Familiarity with the following:
- Internet Leased Line, Leased Line, and Home Broadband.
- FTTH, FTTX, VoIP, IPTV.
- Telecommunications operations.
Skills and Competencies:
Technical Knowledge:
Basic understanding of telecom technologies, including:
- Internet bandwidth and leased circuits.
- Smart solutions and the Internet of Things (IoT).
- Internet broadband.
Soft Skills:
- Strong organizational and time management skills.
- Detail-oriented and self-motivated.
- Team collaboration and coordination skills.
- Prior experience in telecommunication customer care.
- Strong mathematical and critical reasoning abilities.
- Proficient in Customer Relationship Management (CRM).
- Integrity, honesty, and a customer-centric mindset.
- Strong oral and written communication skills.
- Interpersonal skills with a resourceful and results-oriented approach.
Salary
N1,800,000 – N2,400,000 per annum plus other benefits.
Application Closing Date
31st December, 2024.
How to Apply
Interested and qualified candidates should send their CV to: akinleye@globalprofilers.com using the Job Title as the subject of the mail.
Note
- This role is ideal for candidates with a passion for customer service and the technical know-how to navigate the telecommunications industry effectively.
- If you have a results-driven attitude and a commitment to enhancing customer experiences, this position is for you!