Customer Care Executives at Global Profilers

SUMMARY

The ideal candidate would be responsible to provide product/service information, answer questions, and resolve any emerging problems that our customer might face with accuracy and efficiency.

RESPONSIBILITIES

Attend to Customer’s Issues & resolve them in timely & efficient manner

Coordination with Support Teams and ensuring the customers issues is resolved efficiently and effectively

Raising, following up and closure of Trouble Tickets

Dispatch of  Invoices to Enterprise & Retail Customers as per the laid down process

Follow up for Collections through timely reminders to Enterprise & Retail Customers

Ensuring Collections of receivables is achieved as per the set targets

Service & MTTR Improvement Plans

Identify and assess customers' needs to achieve satisfaction

Build sustainable relationships and trust with customer accounts through open and interactive communication

Generate Sales Leads

KEY RELATIONSHIPS:

• HOD/CIO/MD of  TecPoint Global Solutions
• HOD Business Development Department
• HOD Customer Care Department
• HOD Project Management Department
• Customers of  TecPoint Global Solutions
• Vendors & Partners of  TecPoint Global Solutions

Fair Knowledge of Telecom Technologies:

• Internet Bandwidth & Leased Circuits
• Smart Solutions & Internet of Things (IoT)
• Internet Broadband

SKILLS REQUIRED:

• Strong organizational skills
• Self-motivated and detail-oriented
• Quick to collaborate and coordinate with team members when necessary
• Prior experience working with Telecommunication Customer Care Department
• Strong math and critical reasoning skills
• Customer Relationship Management
• Integrity & Honesty
• Team Player
• Interpersonal Skills
• Resourcefulness & Result Oriented approach
• Customer Oriented Approach
• Strong Oral & Written Communication

KEY MEASURABLES:

•  MTTR
• Network Uptime
• Customer Satisfaction Score (CSAT)
• Total Tickets & Tickets per Customer
• First Response Time (FRT)
• First Contact Resolution (FCR)

REQUIREMENT:   

• Graduate in science preferable, any other discipline may also apply
• NYSC Certified
• Minimum of 1 - 3 years of experience in Telecommunications Company or Internet Service Provider with a fair knowledge of Internet Leased Line, Leased Line, Home Broadband, FTTH, FTTX, VoIP, IPTV and Telecommunications Operations.
• Excellent communication and interpersonal skills
• Highly motivated and target driven with a proven track record in sales

PREFERRED GENDER: MALE

RENUMERATION:  N90,000 - N100,000 (Monthly gross)