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. Our ability to identify, satisfy and exceed today’s market needs is a testament to over a decade of experience, our commitment, drive and passion realized through highly skilled and well seasoned professionals.
We are recruiting to fill the position below:
Job Title: Customer Service Representative – Telecom
Location: Lagos
Employment Type: Full-time
Job Description
- The Call Center agent deals with customers via telephone, Internet, e-mail, and instant messaging.
- Handle functions including customer advocacy, technical support, cross-selling, up-selling, and customer contact.
- Provide prompt, efficient, and courteous service to callers, contributing to customer satisfaction.
Responsibilities
- Follow up on unresolved complaints.
- Ensure customer satisfaction.
- Possess excellent listening, questioning, and communication skills.
- Demonstrate excellent E-mail writing skills.
- Adhere to telephone etiquette.
- Inform customers by explaining procedures, answering questions, providing information, and feedback.
- Follow communication scripts when handling different topics.
- Identify customer needs, clarify information, research every issue, and provide solutions and/or alternatives.
- Seize opportunities to upsell and cross-sell.
- Build sustainable relationships and engage customers by going the extra mile.
- Ensure prompt response to emails.
- Ensure OTRS data accuracy and consistency.
- Ensure responses are consistent with the contents of the email (Enquiry, feedback, or complaint).
- Ensure prompt response to in-bound calls.
- Monitor customer call frequency.
- Maintain clear, direct, and non-vague communication with customers (Calls and Emails).
- Manage large amounts of inbound and/or outbound calls in a timely manner.
- Meet personal/team qualitative and quantitative call targets.
- Provide excellent customer service to retain customers.
- Compile complaint calls and log.
- Be the voice of the Customer.
- Ensure Call abandonment rate is less than 10%.
- Maintain a call completion rate of 90%.
- Ensure in-bound calls are picked before the third ring.
Educational Qualifications & Functional Skills
- Minimum Requirements: HND / B.Sc, Any Discipline.
- Minimum Experience: 2 years’ experience in a contact center.
Work Experience:
- Customer Relations, Sales, Marketing, Human Relations (Any other Human Related) in Telecoms company.
Other Requirements:
- Customer Focus.
- Tech-savvy.
- Action orientation.
- Drive results.
- Cultivate Innovation.
- Ability to optimize work processes.
- Resilience.
- Self-Development.
- Ability to multitask, set priorities, and manage time effectively.
- Nimble Learning.
- Good oral and written communication.
- Team player.
- Computer literacy.
- Familiarity with CRM systems and practices.
- Telephone Etiquette.
- Strong phone, verbal, and writing communication skills along with active listening.
- Knowledge of Microsoft Office (Excel, PowerPoint, Word, etc)
Application Closing Date
20th April, 2024
How to Apply
Interested and qualified candidates should:
Click here to apply online