Estate Operations Management Associate at FiberOne Broadband

Job Description

• Manage engagement on WhatsApp channels, and drive resolution of all cases received through the channel. Maintain a daily/weekly/monthly etc reports of WhatsApp affairs, and proactively create and monitor tickets for all triggered and escalated cases.

Responsibilities

• 100% comms sent to all estates affected by outages.
• Maintain 15 mins SLA of Outage Notification from ALERT is communicated.
• Proactively give customers feedback.
• NPS score of +15 by year end
• Drive and ensure prompt resolution of Cases/Support
• CSAT score of 60% by Year end for all estate customers.
• Adherence to all required Daily, Weekly, Monthly etc reports.
• Track updates of all escalated cases.
• CES score of 60% Year end.
• Achievement of the monthly Target.
• NPS score of +15 by year end
• CSAT score of 60% by Year end for all estate customers.

Qualifications

• Graduate with at least 1-2 years’ experience.
• Completed NYSC.
• Telecoms and/or Finance sector is desirable.
• Customer service/experience (Front line, Retail shops or Contact enter) highly desirable.

Skills:

• Exceptional Communication and Interpersonal skills.
• Exceptional reporting and task follow up skills.
• Ability to multi-task.
• Proactive approach to tasks.