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Customer Care Executive at Global Profilers

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Full Time Jobs
Lagos
Posted 6 months ago

Job Title: Customer Care Executive

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 Instructions:

The application deadline is no 31st December, 2024 Qualified and interested candidates should send their updated Resume to: [email protected] using the Job Title as the subject of the email.

Note: Only qualified candidates will be contacted. It is important to visit the official website (link found below) for detailed information on how to apply successfully for this vacancy.

Website:
Official Job Website: https://globalprofilers.com/

Job Features

Job CategoryCustomer Service / Call Centre / Front Desk / Receptionist Jobs

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