JOB POSITION EXECUTIVE – Enterprise Support
OPERATIONAL LOCATION: LAGOS
MAJOR DELIVERABLES:
1] Ensure High levels of Customer Centric attitude and calls answered within defined threshold of 20 seconds
2] Emphasis on First Level Trouble shooting & redressal of complaints / service affecting issues over phone.
3] Maintain two way communication medium to ensure redressal provided is shared with customer over phone & email
4] Assist customers in setting up and/or troubleshooting problems with their service as necessary.
5] Liaise with the sales and technical operations officials as needed to meet customer’s needs.
6] Ensure all concerns are addressed within SLA committed with the customer
7] Maintain records of SLA breaches and process recommendation for Service Extension or Prorated Compensation where resolution is delayed at company’s end
8] Ensure relevant communications, records and data are updated and recorded
9] Maintain commercial records on payments, invoices, discounts or compensation extended on individual customer’s accounts
10] Identify and escalate situations requiring urgent attention to appropriate department
11] Prepare daily activity reports and share with TL / Supervisor and HOD Function / Domain Customer Service / Customer Interaction Group
REPORTING TO: HOD Customer Service
PLACE OF POSTING: Nigeria
ESSENTIAL ATTRIBUTES: Customer Focus, Computer Knowledge, Commercial & Sales Acumen, Good written communication, Should posses Analytical & Comprehension skills, Internet and Tech savvy, Excel Knowledge, PRTG, M2000 or similar NMS applications is a MUST Desired Attributes Relevant Industry Experience Preferred
QUALIFICATIONS: Graduate / Post Graduate
DESIRED EXPERIENCE: 1 to 3 years
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