Customer Interaction and Resolution Analyst at IpNX Nigeria Limited

Job Description
Root Cause Analysis:

• Research, ensure learning is used to drive service improvement whilst identifying emerging complaint themes and following recommendations through to implementation.
• To engage with colleagues from other teams promptly and proactively, including managers, gather information required to fully investigate and respond to Customer inquiries, complaints and requests.

Customer Support:

• Operations:
  • Develop a successful measurement and reporting process to demonstrate the value and impact of the customer Interaction and
• Resolution Team:
  • Management & Training of the Team on outbound interactions for the purpose of surveys, feedback on touchpoint engagement and insight into contacted communities
  • Communicate the value of customer advocacy internally; this includes articulating advocacy contributions to executive-level audiences.
  • Seek opportunities to increase the use of the knowledge base, and ensure that all relevant employees have access to knowledge that enable them deliver to their targets.

Customer Relationship Management:

• Analyze repeated complaints, prioritize them and determine which ones require immediate attention.
• Maintain a balance between protecting ipNX’s business interests and promoting consumers’ need for superior services.
• Represent customers’ interests at executive management meetings and business strategy sessions.
• Escalate critical issues concerning customer relationships and ensure lasting solutions.
• Customer Satisfaction
• Using complaint & customer experience data to drive customer service delivery improvement projects.
• Investigating and ensuring customers' problems, which may be complex or long-standing are flagged and resolved.

Service Delivery Performance Measurement:

• Participate and be involved in applicable industry conferences both internally and externally.
• Evaluate the effectiveness of internal and external communicationsand engagement on a regular basis, ensuring continual improvement.
• Review the methods to ensure that they are appropriate for keeping customers and colleagues up to date and engaged.
• Keep abreast of changes to policy, procedures, and services, preparing and delivering appropriate communication of these changes.
• The preparation of reports and statistics as required, including assessing and reporting on the effectiveness and outcomes achieved from team activities.
• Analyze statistics or other data to determine the level of customer service and experience being provided for decision making.
• Generate real-time data on observed trends (e.g. complaint frequency, recurring locations, plan etc where complaints are observed) for business decisions and initiatives.

Adhoc Assignments :

• Carrying out any other tasks as may be assigned by the line manager.

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 6 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,