Key Responsibilities
- Attend to Customer’s Issues & resolve them in a timely & efficient manner.
- Coordination with Support Teams and ensuring customer issues are resolved efficiently and effectively.
- Raising, following up and closure Trouble Tickets
- Dispatch Invoices to Enterprise & Retail Customers as per the laid down process.
- Follow up for collections through timely reminders to Enterprise & Retail Customers,
- Ensuring Collections of receivables is achieved as per the set targets.
- Service & MTTR Improvement Plans
- Identify and assess customers’ needs to achieve satisfaction.
- Build sustainable relationships and trust with customer accounts through open and interactive communication.
- Generate Sales Leads
Key Relationships
- HOD/CIO/MD of TecPoint Global Solutions
- HOD Business Development Department
- HOD Customer Care Department
- HOD Project Management Department
- Customers of TecPoint Global Solutions
- Vendors & Partners of TecPoint Global Solutions
Requirements
- Graduates in Marketing, Science, Business Administration or any other discipline may also apply
- NYSC Certified
- Must have 1 – 3 years of experience in a Telecommunications Company or Internet Service Provider with a fair knowledge of Internet Leased Lines, Leased Line, Home Broadband, FTTH, FTTX, VoIP, IPTV and Telecommunications Operations.
Required Skills:
- Fair Knowledge of Telecom Technologies
- Internet Bandwidth & Leased Circuits
- Innovative Solutions & Internet of Things (IoT)
- Internet Broadband
Soft Skills and Characteristics
- Strong organizational skills
- Self-motivated and detail-oriented
- Quick to collaborate and coordinate with team members when necessary
- Prior experience working with Telecommunication Customer Care Department
- Strong math and critical reasoning skills
- Customer Relationship Management
- Integrity & Honesty
- Team Player
- Interpersonal Skills
- Resourcefulness & Result Oriented approach
- Customer Oriented Approach
- Strong Oral & Written Communication
- Comprehensive knowledge of telecom products, services, and plans.
- Understanding of telecommunication networks, technologies, and equipment.
- Familiarity with billing processes and account management in the telecom industry.
- Knowledge of customer service principles and practices.
- Proficiency in using customer support software and tools.
Key Measures
- MTTR
- Network Uptime
- Customer Satisfaction Score (CSAT)
- Total Tickets & Closed Tickets per customer
- First Response Time (FRT)
- First Contact Resolution (FCR).
Remuneration
N900,000 to N1,200,000 Per Annum plus other benefits
