Customer Care Executive at Ascentech Services Limited

Job Summary

• We are seeking a Customer Care Executive with experience in the Telecommunications or Internet Service Provider (ISP) industry to manage customer inquiries, complaints, trouble tickets, service follow-ups, and customer relationships while ensuring timely resolution and excellent service delivery.

Key Responsibilities

• Handle and resolve customer complaints and service issues promptly.
• Raise, monitor, follow up, and close trouble tickets.
• Coordinate with technical/support teams to ensure timely issue resolution.
• Follow up on invoices and customer receivables/collections.
• Monitor and support service improvement and MTTR targets.
• Build and maintain strong customer relationships.
• Identify and generate potential sales leads.
• Maintain accurate records of customer interactions and resolutions.

Key Performance Indicators

• Customer Satisfaction (CSAT)
• First Response Time (FRT)
• First Contact Resolution (FCR)
• Mean Time to Repair (MTTR)
• Network Uptime
• Ticket Resolution Rate

Requirements

• Bachelor's Degree/HND, preferably in Science or a related discipline.
• NYSC certified.
• 1–3 years' experience in Telecommunications or an ISP.
• Good knowledge of Leased Lines, Broadband, FTTH/FTTX, VoIP, IPTV, IoT, and telecommunications operations.
• Previous experience in a Telecommunications Customer Care role is highly desirable.
• Strong communication, interpersonal, problem-solving, and customer relationship management skills.
• Self-motivated, organized, detail-oriented, and results-driven.