Billing Support Officer at IpNX Nigeria Limited

Job Function

• Handle all Retail Billing Calls, Tickets and Mails

Purpose of the Job (Brief)

• The Billing Support Officer deals with customers complaints via telephone and emails.
• They are required to handle a variety of functions, including end to end resolution of Billing issues.
• Officers make an important contribution to customer satisfaction by providing a prompt, efficient and courteous service to callers.
• Written in outcome language, this is not a listing of tasks but a grouping of tasks to determine outcomes required from the tasks.

Key Activities

• Ensure Customer satisfaction at every contact via Phone on all Billing issues/Enquiries
• Ensure Customer satisfaction
• Excellent Listening, questioning and communication skills
• Adhere to the telephone etiquette Billing Support Supervisor Billing Support Officer
• Informs customers by explaining procedures; answering questions; providing information and feedback
• Ensure prompt response to in-bound calls
• Must be clear, direct and not vague in their communication with customers
• Manage large amounts of inbound and/or outbound calls in a timely manner
• Meet personal/team qualitative and quantitative call targets.
• Customer Engagement
• Follow communication scripts when handling different Billing topics
• Identify customer’ needs, clarify information and provide solutions and/or alternatives
• OTRS Tickets
• Ensure prompt and accurate response to tickets
• Customer Retention Rate
• Provide excellent customer service in such a way that we can retain the customers
• Must be the voice of the Customer
• Maintain a high completed Call rate
• Ensure that the Call abandonment rate is very less than 10%
• Maintain a call completion rate of 90%
• Ensure that in-bound calls are picked before the third ring
• Escalations
• Must promptly escalate issues that they cannot handle to their supervisor
• Must avoid keeping the customer waiting on a call Identify and escalate priority issues observed

Educational Qualifications & Functional Skills

• Candidates should possess an HND / B.Sc in any discipline
• Must have at least 6 Months experience in a contact center
• Customer Relations, Sales, Marketing, Human Relations (Any other Human Related) work

Other Requirements:

• Customer Focus
• Tech savvy
• Action orientation
• Drive results
• Cultivate Innovation
• Ability to optimize work processes
• Resilience
• Self-Development
• Ability to set priorities and manage time effectively
• Nimble Learning
• Good oral and written communication
• Team player
• Computer literacy
• Familiarity with CRM systems and practices
• Telephone Etiquette
• Strong phone, verbal and writing communication skills along with active listening
• Knowledge of Microsoft office. (Excel, PowerPoint, Word, etc.)