Customer Service Representative - Telecom at IPNX Nigeria Limited

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.
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.
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.

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.
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)
Cultivate Innovation.
Ability to optimize work processes.
Resilience.
Self-Development.
Ability to multitask, set priorities, and manage time effectively.
Nimble Learning.