Job Opportunities at e.Stream Networks Limited

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e.Stream Networks Limited, an ISO9001 Quality Certified company is a licensed broadband communications provider dedicated to providing suitable connectivity solutions for businesses. With over a decade in the ICT sector and presence all over Nigeria, we leverage on providing a unique combination of industry experience and expertise in our service offering to all our clients across the country.

We are recruiting to fill the positions below:

 

 

Job Title: Retention and Renewal Executive
Location: Lagos
Reports to: LTE Customer Support Lead
Direct Reports: LTE Customer Support Lead

Job Purpose

• Customer Support Executive is responsible for handling customers issues and complains viatelephone calls, emails and web notifications from customers regarding concerns they may have with their service and also maintaining good customer relationships.

Duties and Responsibilities

Technical / Analysis and Problem Solving:

• Answer incoming telephone calls, emails and web notifications from customers regarding concerns they may have with their service.
• Make regular, outbound phone calls to the customer base to prevent churn and bring back churned customers, under the supervision of LTE Customer support Lead.
• Support customers in resolving their issues in a timely manner
• Adhere to Policy and Procedures as established within the department and the company

Customer Focus:

• Maintaining cordial relationship with dealers and customers
• Ability to deal with customers and resolve issues in a positive way
• Excellent communication skill
• Time management skill

Interpersonal, Relationship Management & Collaboration:

• Prompt resolution of customer’s complains and queries by liaising with appropriate unit.

KPIs

• 50% Customer Churn
• 30% Existing Customer revenue growth Rate (Upsell or Cross Sell)
• 81% Repeat Purchase Ratio
• Daily Revenue Outstanding
• 1 Month Time Between Purchases
• 80% Loyal Customer Rate
• First Contact Resolution (FCR) 24hours max
• Assist to improve customer retention to 95% monthly.
• Assist to reduce churned customers to 50% quarterly (Customers not renewed after 90 days of subscription expiration).
• Timelines in responding to client feedback / concerns
• Answer incoming telephone calls, emails and web notifications from customers regarding concerns they may have with their service.
• Make regular, outbound phone calls to existing customer to prevent customer churn
• Support customers in resolving their issues in a timely manner
• Adhere to Policy and Procedures as established within the department and the company.

Requirements
Education & Work Experience:

• HND / B.Sc holder / IT with good communication skills
• Minimum of 3 to 5 years’ Experience in Call Center and or Customer Service
• Works as a team member as well as an individual.
• Ability to multi-task
• Relevant Professional Certificate will be an added advantage (NIPR, NIM).
• Exceptional interpersonal skills and a strong understanding of customer orientation
• Demonstrated customer service skills and multi-tasking skills essential

Competency, Skills & Certifications:

• Negotiation Skills.
• Customer Oriented Skills.
• Computer Skills.
• Good interpersonal Skills.

Working Conditions

• The incumbent may be required to sit in cold (air conditioned) rooms for a long time.
• The incumbent may be required to travel out of station occasionally.

Physical Requirements:

• This position does not require any physically demanding task. However, the incumbent should be physically fit to withstand the both physical and mental demands.

 

 

 

Job Title: Territory Sales Manager

Location: Victoria Island, Lagos
Reports to: Chief Operating Officer - LTE
Direct Reports: Chief Operating Officer - LTE

Job Purpose

• The incumbent is responsible for allocating area to Sales Representatives. Collecting Customers Feedback and Market Research as well as competitors’ activities.

Duties and Responsibilities

• Identify new business opportunities with new customers.
• Increasing business opportunities through various routes to market.
• Support sales forecasting and budgeting in line with the business needs
• Assist in the creation of market campaigns to support brand development.
• Keeping up data with Products and Competitors.
• Allocating area to Sales Representatives.
• Collecting Customers Feedback and Market Research.
• Managing and motivating the team to increase sales and ensure efficiency.
• Maintaining awareness of market trends in the retail industry, understanding forthcoming customer initiatives and monitoring what local competitors are offering.
• Reaching the targets and Goals set for your territory.

People Management:

• Maintain good customer and staff relationship.
• Ability to deal with customer demands and resolve issues in a positive way.
• Excellent communication and presentation skills keeping up data with Products and Competitors.
• Mapping of channel partners to different coverage area
• Ensure that partners comply to all regulatory requirement in respect to KYC.

KPIs

• Increasing business opportunities through various routes to the market (Online Sales, Channel Management). Achievement of 5 outdoor devices monthly, through online sales/Direct Sales
• Dealing with some major Customer accounts yourself. (Super dealer management) attainment of 2 super dealers in his/her territory.
• Keeping up data with Products and Competitors.
• Allocating area to Sales Representatives.
• Collecting Customers Feedback and Market Research.
• Team members clarity on roles, responsibilities and performance
• Quality, timeliness and effectiveness of Channel sales strategy and functional plans developed and the level of alignment with the eStream vision and mission
• Timeliness and accuracy of reports
• Channel Partner/ Super Dealer retention ratio
• Channel Partner/Super dealer satisfaction ratio.
• Efficiency of order planning and management process of SIM cards, devices etc.
• In store expansion activities (No of new locations sourced and activated)
• Strict compliance to eStream administrative policy.
• Strict compliance to eStream ISO 9001 Procedures.

Requirements
Education & Work Experience:

• Graduate with B.Sc. or HND in ICT, Social Science, Art, Engineering or relevant discipline (Minimum of Second Class or equivalent)
• Minimum of 5 to 7 years experience in sales & Marketing and sales
• Exposure, Customer Focused and goal oriented and sales driven.

Competency, Skills & Certifications:

• Relevant Professional Certificate will be an added advantage
• Advance Negotiation Skills.
• Leadership Skills.
• Good interpersonal Skills.
• Presentation Skills.
• Customer Oriented Skills.
• Team Management Skills
• Territory Management
• Account management.

Working Conditions

• The incumbent may be required to travel out of station often.

Physical Requirements:

• This position does not require any physically demanding task. However, the incumbent should be physically fit to withstand the physical and mental demands.

 

 

 

Job Title: Channel Partner Executive

Location: Victoria Island, Lagos
Reports to: Regional Sales Manager
Direct reports: Area/Regional Sales Manager

Job purpose

• The Channel Partner Executive is responsible for identifying and recruiting new channel partners, supervising sales activities of partners, Ensuring activation of devices, recharge and dealer pick-up    

Duties and responsibilities
Strategic Insight and Integration:

• Increasing market penetration/share through the development of trade partners.
• Responsible for implementing the road map on how to drive sales and revenue for the retail business through the channel vertical
• Creating market awareness by branding dealers/resellers shop.

Technical / Analysis and Problem Solving:

• Keeping up data with Products and Competitors.
• Mapping of channel partners to different coverage area
• Ensure that partners comply to all regulatory requirement in respect to KYC

Leadership:

• Responsible for the overall performance of the Channel Partner vertical.
• Training and development of channel partners
• Interpersonal, Relationship Management & Collaboration:
• Tracking and monitoring channel partners’ inventory.
• Keeping trade partners abreast of organizational development.
• Escalate Partner/customer impacting issues not within control to technical unit.

Customer Focus:

• Provide and get feedback from Partners
• Ensure customer satisfaction and manage Service Level Agreements with third party vendor

Requirements
Education & Work Experience:

• Graduate with B.Sc. or HND in ICT, Social Science, Art, Engineering or Relevant discipline (Minimum of Second Class or equivalent)
• Minimum of 3 to 5 years’ experience in sales & Marketing.
• Experience in telecommunication
• Membership of a relevant professional body is an added advantage.

Competency, Skills & Certifications:

• Global or Local Certification Marketing (CIM, NIMN)
• Market Intelligence
• Advance Negotiation Skills.
• Leadership Skills.
• Good interpersonal Skills
• Proficiency in Microsoft Suite
• Relationship Management
• Business Communication
• Presentation Skill
• Territory Management
• Relationship & People Management

KPIs:

• 95% growth in subscriber’s base through Channel Partners
• 50% growth in revenue generation through Channel Partners
• 81% target met for the assigned channel partners.
• 81% sales quota achieved in designated partner accounts
• Number of new partners sourced monthly
• Ratio of active vs inactive partners
• Channel Partner retention ratio
• Channel Partner satisfaction ratio.
• Create high level customer experience/customer satisfaction
• Collecting dealers/resellers feedback and market research.
• Strict compliance to eStream administrative policy.
• Strict compliance to eStream ISO 9001:2015 Procedures

Working conditions

• The incumbent may be required to travel out of station often.

Physical requirements:

• This position does not require any physically demanding task. However, the incumbent should be physically fit to withstand the physical and mental demands.

 

 

 

Job Title: Digital Marketing Officer

Location: Victoria Island, Lagos
Reports to: Marketing and Communications Manager

Job Purpose

• It is the responsibility of the digital marketing officer to oversee the online marketing strategy for the organization with efforts to increase the value of the company’s image and business offerings.

Duties and responsibilities
Strategic Insight and Integration:

• Create a digital marketing plan across relevant platforms (website and social network accounts) incorporating every aspect of the company’s products and in line with the marketing plan.
• To drive online engagement among target markets  

Technical / Analysis and Problem Solving:

• Identify new trends in digital marketing, evaluate new technologies and ensure the brand is at the forefront of industry developments, particularly developments in mobile marketing.
• Manage and maintain the organisation’s website(s)
• Write and optimize content for the website and social networking accounts such as Facebook and Twitter, Blog, Newsletters etc.
• Track and analyze website traffic flow and provide regular internal reports
• Attain key performance indicators such as reducing the website bounce rate, increasing dwell time or improving conversion
• Continually work on the Search Engine Optimization of the website(s)
• Fix any errors or bugs in online content
• Edit and post videos, podcasts and audio content to online sites
• Develop and manage digital marketing campaigns and deployment of periodic newsletters
• Create online banner adverts and oversee pay per click (PPC) ad management.

Interpersonal, Relationship Management & Collaboration:

• Work closely with creative agencies, graphics designer, sales teams to ensure products and services are accurately communicated to the target market.
• Develop and sustain strong working relationships with all stakeholders.

Communication:

• Escalate brand impacting issues online, not within control to the Brand communications Team-Lead
• Generate and deliver regular reports on analytics across all company social accounts and website(s) to the Brand Communications Team-Lead
• Seek and provide useful feedback to the Team-Lead

 Customer Focus:

• Provide and get feedback on the online Ad and marketing campaigns
• Maintain a healthy brand reputation style in relation to customer enquiries online

Financial Management:

• Develop and execute cost effective online ad activities aimed at driving brand awareness

Competency Requirement

• A Degree (HND / BSC) in Mass Communication, English Language, Marketing, Advertising and Business Management / Administration.
• Minimum of 3 years’ experience in PR, Advertising, community relations, communications, writing publications and marketing.
• Affiliation with relevant professional bodies.

Skills & Abilities:

• Certifications related to Digital Marketing
• Excellent written and verbal communication skill
• Presentation Skill
• Brand Reputation Management
• Relationship & People Management

KPIs:

• Increase Brand Visibility through online activities
• Increase Brand profitability through the generation of viable leads from online campaigns
• Completion of digital marketing plan
• Cost savings on project budgets

Working conditions

• The incumbent will be required to sit in cold (air conditioned) rooms for a long time.

Physical requirements

• This position does not require any physical exertion.
• The incumbent should also be fit to withstand the mental demands.

 

 

How to Apply
Interested and qualified candidates should send their CV to: [email protected] using the Job Title as the subject of the mail.

Note: Only qualifed candidates will be shortlisted

 

Application Deadline  30th October, 2020.

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