Job Opportunities at Tizeti Network Limited

Job Description

• Ensure that set standards on call and email handling are met and are handled with excellence.
• Monitor all incoming/outgoing calls and provide regular feedback for training, coaching & mentoring.
• Daily monitoring and evaluation of agents’ activities on all Contact Center channels (Emails, Telephone, Live chat etc.)
• Deliver a consistent approach to standardizing customer interactions.
• Train/coach agents to develop and imbibe excellent call handling skills.
• Develop standard scripts for calls.
• Plan and foresee potential business and operational risks. Initiate plans and actions to mitigate/protect the company.
• Standardize and Co-ordinate outbound communication campaigns across all touch points by utilizing various methods (Personalized letters, email, SMS).
• Prepare and submit bi-weekly and monthly call quality assessment reports for all agents.

Requirements

• First Degree in any discipline
• A Master’s Degree or other professional qualification will be an added advantage
• 1-3 years cognate experience
• Knowledge of call center structures, policies, and procedures.
• Knowledge of customer service and service level monitoring.
• Knowledge of all Company’s full range of products.
• Knowledge of regulations governing the management of products and services.
• Knowledge of what constitutes effective service delivery.

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Job Brief

• Tizeti is looking for an experienced Customer Service Manager who will drive excellence in customer service and promote this idea through the organization. Manage customer service agents and monitoring their performance. The goal is to keep the department running in an efficient manner to increase customer satisfaction, loyalty and retention and exceed customers expectation.

Responsibilities

• Improve customer service experience, create engaged customers and facilitate organic growth
• Take ownership of customers issues and ensure problems are followed through to resolution
• Set clear goals and deploy strategies (procedures, policies and standards) that will be drive departments focus toward Tizeti’s mission
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of industry’s development and apply best practices to areas of improvement
• Control resources and utilize assets to achieve qualitative and quantitative targets in terms of retention numbers, average handling time, average wait times etc.
• Adhered to and manage the approved budget
• Maintain an orderly work flow and team schedule
• Anticipate and resolve customer service issues
• Plans, monitors, appraises and review job contributions of team members.

Requirements

• B.Sc./BA (2.1) in Business Administration, Mass Communications or relevant field. MBA will be highly desirable.
• A minimum of 5years proven work experience as a customer service manager, retail manager
• Strong client facing and communications skills
• Excellent knowledge of management methods and technique
• Proficiency in English. Another language will be an added advantage.
• Excellent in written and verbal communication skills
• Ability to think strategically and to lead
• Advanced troubleshooting, multi-tasking skills
• Highly self-motivated
• Customer focused for positive customer experience and resolution

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Requirements

• B.Sc and HND in Accounting or similar field
• Professional certification in ACCA or ICAN will be added advantage
• Must be proficient in the use of Microsoft Office and relevant accounting software
• Self-driven individual with ability to work with minimum supervision
• Good communication skills, both verbal and written
• Deep knowledge of best practices in financial management
• Ability to maintain the highest standards of ethics, confidentiality and professionalism
• Strong time-management and organization skills
• Ability to multi-task and work under pressuren
• Attention to detail with a high level of accuracy
• Analytical and problem solving skills

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Requirements

• Degree in Computer Science.
• Proficiency with fundamental front end languages such as HTML, CSS and JavaScript.
• Experience with JavaScript framework Reactjs (Must)
• Backend development with Php and NodeJS
• Familiarity with database technology such as MySQL, MongoDB.
• Excellent verbal communication skills
• Good problem solving skills.

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Job Description

• Responsible for installation and configuration of retailer’s access points (AP) devices at retailer’s locations.
• Provide post-installation education to retailer on simple troubleshooting
• Diagnosing and resolving technical hardware and software issues involving installations and internet connectivity.
• The issues might include Bad LAN connection, radio or router connectivity issues, etc.
• Ensure good retailer/customer relationship is maintained.

Requirements

• BTech / B.Sc / HND in Engineering Computer Science, Information Technology or any related discipline (2.1 or upper credit)
• Sound knowledge of networking (CCNA is an added advantage)
• Good analytical and problem solving skills
• Multi -Tasking capabilities
• Diagnose and resolve technical hardware and software issues involving internet connectivity, inverter/battery issues etc.
• Elementary electrical connections knowledge will be an added advantage
• Must be willing to work under stress with little or no supervision.

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Job Description

• Responsible for installation and configuration of retailer’s access points (AP) devices at retailer’s locations.
• Provide post-installation education to retailer on simple troubleshooting
• Diagnosing and resolving technical hardware and software issues involving installations and internet connectivity.
• The issues might include Bad LAN connection, radio or router connectivity issues, etc.
• Ensure good retailer/customer relationship is maintained.

Requirements

• BTech / B.Sc / HND in Engineering Computer Science, Information Technology or any related discipline (2.1 or upper credit)
• Sound knowledge of networking (CCNA is an added advantage)
• Good analytical and problem solving skills
• Multi -Tasking capabilities
• Diagnose and resolve technical hardware and software issues involving internet connectivity, inverter/battery issues etc.
• Elementary electrical connections knowledge will be an added advantage
• Must be willing to work under stress with little or no supervision.

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Job Description - Network Operations Engineer Key Deliverables

• The Network Operation Centre (NOC) is responsible for ensuring the maximum possible service availability and performance of base stations and internal network Sitting within the NOC, the network team are responsible for managing and Interact frequently with Technical Support, Managed Support, Service Provisioning and Sales teams and communicate ideas and information to people from a non-technical background.
• We also work very closely with the Design and Engineering teams and as such need to have a good all-round understanding of networks and systems.
• Importantly, Develop a solid understanding of products and processes, join our call-out rota providing 24x7 support as well as covering both planned and unplanned out of hours work as required.

Key Responsibilities

• Ensure stable and reliable network services (e.g. access points, service networks and core network).
• Day-to-day network performance monitoring.
• Network troubleshooting and fault analysis; hardware troubleshooting and repair.
• Resolution of trouble tickets and response; carrier interface and escalations.
• Deployment and maintenance of network monitoring, analysis and reporting tools.
• Application of configuration changes via our change control systems and processes.
• Installation of network hardware and software.
• Participate in a 24x7 call-out rota.
• Monitor base station access points and routers​
• Build base stations
• Liaise with support/customer service teams with regards to customer complaints and resolution
• Carry out preventive maintenance to ensure uptime is maintained and corrective maintenance in event of network downtime
• Perform network equipment upgrade, installation and configuration
• Provide active network surveillance, maintenance and fault management to ensure optimum uptime, network stability and security
• Create and follow up on trouble tickets about network issues until resolution
• Collate technical documentation and reports on network changes, events and configurations
• Ensure that the base stations have 99% uptime by Target SLAS.

Qualifications

• University degree or HND in Engineering, computer science, information technology, or any other related discipline
• An added advantage to have certifications, such as Networking, Cisco Certified Network Professional (CCNP), Cisco Certified Network Associate (CCNA)