Customer Service at Global Profilers

SUMMARY

The Customer Service has the responsibilities in handling customer inquiries, resolving issues, and providing timely and accurate information. Strong communication and interpersonal skills, ensuring positive interactions and building lasting customer relationships. Committed to exceeding expectations and consistently delivering outstanding service to enhance the overall customer experience and reports to MANAGER – CUSTOMER CARE DEPARTMENT.

RESPONSIBILITIES

• Customer Care Executive would have the following 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 

MINIMUM REQUIREMENTS

•  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.
•  Fair Knowledge of Telecom Technologies:

KEY MEASURABLES

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

SKILLS

• 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

RENUMERATION:    N85, 000- N100,000 (Monthly Gross)