Customer Care Executive at Global Profilers

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.

Key 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).

Skills and Competencies
Academic Qualifications:

• Bachelor’s Degree in a Science-related field is preferred (other disciplines are welcome to apply).
• NYSC certification is required.

Experience Requirements:

• 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.

Technical Knowledge:

• Basic understanding of telecom technologies, including:
  • Internet bandwidth and leased circuits.
  • Smart solutions and 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.