Customer Relationship Officer (Internet Service Provider) at Alfred & Victoria Associates

Location: Lekki, Lagos

Duties and Responsibilities

• Provide optimum customer relationship as required to maintain and enhance existing business, resulting in repeat business, and preventing customer churn.
• Escalation of all clients payment issues to assigned Sales Representatives for follow up in a timely manner
• Follow up on all clients WHT remittance, collection of Credit Notes for remitted WHT from clients and internet subscription on a monthly basis.
• Improve the overall customer relationship, delivering reliable administrative support and customer service.
• Schedule and conclude status meetings with appropriate development resources and customers.
• Provide proper account reconciliation and credit notes to customers for the downtime experienced.
• Maintain complete and accurate customer correspondence data.
• Assist sales team in business acquisitions, planning, retention and management.
• Develop and update client-related reports.
• Identify and reports on continuing problems in an effort to minimize future negative customer impact.
• Proactively follow up with disconnected clients to get their links reconnected and resolve issues.
• Manage customer portfolio to maximize relationship-building opportunities.
• Run periodic customer satisfaction surveys.

Specializations:

• Client Relationship Management,
• Retention,
• Revenue Collection
• Account Reconciliation.

Qualifications & Experience

• BSc / HND in any related field or equivalent.
• 4+ years' Client Relationship experience. Preferably in an Internet Solution Provider client-facing environment while being professional and Customer focused.
• Stays calm under stress and is proactive in problem-solving.
• Tactful, courteous, and possess the ability to build a profitable relationship with Clients.
• Active listener, articulate speaker, and adaptable to client peculiarity.
• Great telephone etiquette; ability to hold a decent conversation over the phone, process information received from clients and give accurate responses to clients.
• Ability to function in a multi-tasking environment.
• 3+ years PC experience using electronic messaging systems (emailing, texting and chatting), office productivity software (such as Excel, Word processing, Microsoft Outlook and internet surfing).

Skills and Specifications:

• Fluency in English; excellent communication (Oral & Written) skills, interpersonal skills and superb listening skills.
• Knowledge of account management and relationship building process; Prior experience in the business development process will be an advantage.
• Must meet strict deadlines.
• Ability to type fast, receiving and sending large email correspondence to clients.
• Ability to make a large number of calls and receive same from clients.
• Excellent knowledge of basic accounting principles; account reconciliation, Taxation (Withholding Tax & Value Added Tax application) and aggressively following up on client’s debts/revenue collection.
• Good knowledge of invoicing and preparation of credit notes for clients.

Salary

• Very Attractive.