Customer Experience Interaction and Resolution Analyst at IpNX Nigeria Limited

At ipNX, Customer Resolution and Close loop is about Managing the customer’s open log of complaints/requests and “aggressively demanding” for the resolution. The customer resolution and close loop analyst has the responsibility of tracking every customer complaint till closure. He/She does not rest until every single complaint is resolved. The role holder has the responsibility of organizing the structures, processes and procedures for exceptional complaint handling. He/She will therefore require sound knowledge & experience of managing a resolution team. This role is one where the resolution team serves the critical functions of being; a point, providing insights on customers at risk of churn, repeated complaints with a defined proactive approach to process and governance in order to ensure customer satisfaction & retention.

Educational Qualifications & Functional Skills:

• Bachelor’s degree in Business Administration, Sales or related field (2.2/ Upper Credit Minimum)
• A proven team player who can work effectively with teams across the organization and can collaborate effectively with external stakeholders
• A proven team player who can navigate organisational complexities of external stakeholders and facilitate a path for effective engagement
• Effective written and verbal communication skills in English including report-writing and creating presentations for senior executives.
• Ability to build successful relationships at all levels

Work Experience:

• Minimum of 2 years of experience in customer support or related field.
• Excellent verbal and written communication skills.
• Strong problem-solving skills with the ability to think on their feet and find creative solutions.
• Ability to multitask and manage time effectively.
• Familiarity with CRM systems and other customer support software.
• Ability to work well in a team environment and collaborate with other departments.
• Strong attention to detail and ability to follow processes and procedures accurately.
• Flexible schedule to accommodate the needs of the business,

Other Requirements:

• Customer obsession
• Tech savvy
• Empathy
• Top notch Communication skills
• Drive Collaboration with other teams
• Resilience
• Self-Development
• Detail Oriented Compliance
• Ensures Accountability
• Drive Customer Engagement
• Problem Solving Skills
• Excellent Decision Quality