Customer Support Officer at BrainShare Technologies

Role In Summary

• Provide first level off-site Customer support to Clients: Enquiry, Mail and Call Management etc.
• To consistently provide a high level of excellent Customer support service and ensuring Customers satisfaction.

Main Duties

• Introduce new networking technologies or improve existing technologies to add value to existing services & capabilities.
• Maintaining a positive, empathetic and professional attitude toward Customers at all times.
• Manage large incoming calls from Customers.
• Generate sales leads.
• Responding promptly to Customer inquiries.
• Identify and assess Customers’ needs to achieve satisfaction.
• Communicating with Customers through various channels e.g email, sms and phone call etc.
• Acknowledging and resolving Customer complaints.
• Knowing NINEXT services inside and out so that you can answer questions easily.
• Processing orders, forms, applications and requests.
• Keeping records of Customer interactions, transactions, comments and complaints.
• Communicating and coordinating with colleagues as necessary.
• Providing prompt feedback on the efficiency of the Customer service process.
• Managing a Team of IT trainee or junior Customer support representives in NOC.
• Ensure Customer satisfaction and provide professional Customer support at all times.
• Build sustainable relationships and trust with Customer accounts through open and interactive.
• Provide accurate, valid and complete information by using the right methods/tools e.g MOWE, Zalpro, Zoho Desk.
• Liaise with Technical Team, Engineering and Account departments on fault resolutions and Customer account reconciliation.
• Handle Customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Troubleshoot with Customer over phone and resolve issues promptly.
• Keep records of Customer interactions, process Customer accounts and file documents.
• Follow communication procedures, guidelines and policies.
• Take the extra mile to engage Customers.
• Any other Tasks assigned to you by the Management.

Personal Qualities & Qualifications
Job Holder need to be:

• Degree holder in Mass Communication, English, Electrical Electronic Engineering, Telecommunications Engineering, Computer Engineering or Science from reputable higher institution.
• Candidate must possess excellent customer interface, analytical and presentation skills and be able to influence internal and external organizations.
• Problem-solving skills.
• Ability to communicate clearly.
• A highly effective individual who has an absolute eye for detail and is focussed on improving business performance through exceptional Network – Strategies/Solutions execution, reporting and evaluation.
• Service and process knowledge.
• Friendly attitude.
• Empathy.
• Strong time Management.

Demand on the Job:

• Must have at teast 3 years cognate experience in Customer Support from telecommunication related organisation especially ISP firm.
• Ability and wiliness to work long hours and meet tight deadlines.
• Ability to work under none or minimal supervision.
• Maybe required to work weekends and in shifts.
• - must reside close to Lekki Phase 1.