Customer Care Supervisor at Internet Solutions

Requirements

• BSc/ HND, in either Computer Science, Computer Engineering, Electrical Electronics Engineering, Telecommunications Engineering or any other relevant discipline.
• 3years of customer support experience, part of this working as a service desk/ Team Leader role.
• ITIL certified or have knowledge of ITIL.
• Customer service, Soft skill and other relevant certificate applicable.
• Knowledge of monitoring that can benefit the organization
• Software applications for proactive monitoring usage knowledge including; (Dude, PRTG, Cacti, WinBox, etc.)
• Technical understanding of network infrastructure.
• Ability to drive initiatives with minimal supervision.
• Leadership, Planning, Organizing and Presentation skills.
• Relationship & People Management.
• Customer care/Service Desk Experience.

KPIs:

• Reduce time to resolve incidents.
• Improve customer satisfaction to reduce churn rate.
• Team Coaching
• Good relationship with customers.
• Ensure proper documentation of customer records.