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  • Posted: Jun 20, 2022
    Deadline: Jun 30, 2022
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  • ipNX Nigeria Limited is a leading provider of infrastructure-based Telecommunications and Information Technology services here in Nigeria. Leveraging more than a decade of experience, the company was formed by the divestment of the telecommunications services division of Telnet Nigeria Limited and has been in operation for many years. ipNX currently provi...
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    Retention Officer

    Category: Outsourced

    Purpose of the Job (Brief): The customer retention agent is responsible for engaging customers to obtain feedback on service and understand their behavior (lifestyle, preferences etc.) and to win back lost customers.

    Responsibilities:

    • Identifying inactive subscribers and get them active on the network.
    • Identify and monitor unique customer trends and escalate.
    • Engage active customer to proactively identify unique customer issues and solve.
    • Ensure all customer feedback/complaints are documented, escalated to appropriate unit and also follow up till Head CEA Customer Retention Supervisor Retention Agent Retention Agent resolution.
    • Track /update and close all tickets on OTRS.
    • Process compensation, reimbursement, waivers and refunds for customers.
    • Maintain constant and effective communication with retail customers through surveys.
    • Identify and monitor unique customer trends and escalate.
    • Ensure all complaints are resolved.
    • Process request in timely manner and send updates to customers.
    • Effectively identifying and dealing with customer dissatisfaction.

    Educational Qualifications & Functional Skills:

    Minimum Requirements: HND/B.sc, any Discipline.

    Minimum Experience: 1-2 years’ experience in customer care

    Work Experience:

    Customer Relations, Sales, Marketing, Human Relations (Any other Human Related) in Telecoms company

    Method of Application

    Interested and qualified candidates should forward their CV to: resume@ipnxnigeria.net using the position as subject of email.

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