Jobs at Concept Nova

Job Description

• The Recovery and Control Officer configures tracking devices. He/she will track, monitor, demobilize and recover all stolen vehicles under Concept Nova’s jurisdiction.
• He/she will provide administrative support for the Vehicle Recovery Officers on the field during recovery operations and emergency situations.

Duties and Responsibilities

• Providing information, advice and assistance during vehicle recovery procedures for individual/ organizational vehicle repossession.
• Making decisions on charges to vehicle owners for individual vehicle recoveries.
• Ensuring records are updated daily with regards to vehicle reporting status, subscription details, those terminated on the grid and other relevant information, via the official software provided.
• Stopping all unauthorized movement of vehicles under the jurisdiction of Concept Nova as instructed by our clients.
• Liaising with law enforcement agencies in emergency or distress situations
• Scheduling health checks when vehicles on the grid are offline
• Serving as Concept Nova’s focal point for security incidence response, planning and execution.
• Safe keeping all departmental devices and ensuring they are given to the installers dully signed.
• Identifying and assessing customers’ needs to achieve satisfaction
• Building sustainable relationships of trust with customers through open and interactive communication
• Providing accurate, valid and complete information from customers by using the right methods/tools
• Handling complaints, providing appropriate solutions and alternatives within the time limit and following up to ensure resolution
• Following communication procedures, guidelines and policies
• Taking the extra mile to engage customers by responding promptly to their inquiries
• Obtaining and evaluating all relevant information to handle product and service inquiries.

Requirements

• Minimum of HND / B.Sc. in Geography or any relevant field
• Apt attention to details
• Good understanding of Lagos metropolis, routes, its various exits, and border areas.
• Sound knowledge of Security and Police network of operation
• Must have worked in a tracking, security, leasing, logistics or recovery company especially in recovery, control or escort department.
• Must be able to drive
• Always willing and ready to attend to emergency/distress calls at any time.

go to method of application »

Job Description

• The Technical Support Officer will act as a liaison, provide product and services information and resolve any emerging problems that Concept Nova clients might face with accuracy and efficiency.
• The target is to ensure excellent service standards and maintain high customer satisfaction.

Duties and Responsibilities

• Providing administrative support for Control Room Officers on the field during recovery operations and emergency situations
• Effectively managing large amounts of incoming call and email enquiries from vehicle owners or their representatives and responding promptly to them
• Providing information, advice and assistance to clients or vehicle users under Concept Nova’s jurisdiction and following up to ensure resolution
• Ensuring that records are updated daily in the Control Room with regards to customer databases, vehicle status reports, subscription detail for client and termination status on the grid as well as vital information via dedicated software provided
• Ensuring that all vehicles on the grid are accounted for
• Generating sales leads
• Identifying and assessing customers’ needs to achieve satisfaction as well as handling and resolving customers’ complaints by following communication procedures, guidelines and policies for resolving issues
• Building sustainable relationships of trust with customers through open and interactive communication
• Taking the extra mile to engage customers by responding promptly to their inquiries and providing accurate, valid and complete information from customers by using the right methods or tools
• Handling complaints, providing appropriate solutions or alternatives within the time limit and following up to ensure resolution
• Obtaining and evaluating all relevant information to handle product and service inquiries
• Setting up new customer accounts and performing customer verifications
• Organizing workflow to meet customers’ timeframes by processing orders, forms, applications and requests
• Providing feedback on the efficiency of the customer service process
• Any other tasks assigned by the Supervisor.

Requirements

• Minimum of B.Sc./ B.Eng. / HND in Science or Engineering with relevant experience
• Possess a positive attitude and pleasant demeanour
• Hard-working and committed to the role and the organization
• Desire to provide quality client service and support
• Meticulous and highly attentive to detail
• High level of integrity and regard for confidentiality
• Professional presentation
• Ability to work effectively and collaboratively in a team.

go to method of application »

Job Description

• Client Relationship management
• Managing, supporting and communicating Affiliates/Brokers’ and satisfaction levels with regards to Concept Nova Brokers Portal.
• Conversion of warm and cold leads to hot leads via optimal and effective relationship management.
• Acquisition of more clients via referral from warm and hot leads as a result of effective relationship management.
• Acquisition of Brokers through effective management of client, thereby creating more awareness and referring clients
• Engaging dissatisfied Brokers & clients adeptly to successfully retain them and secure future business and referrals.
• Cross selling other products and conversion of clients to brokers.
• Aggressive follow-up with pending leads/clients to get them acquainted with our solutions and get in optimal referrals from this channel.
• Follow up with B2C leads until successful closure.
• Conversion of inactive brokers to active brokers.
• Handle brokers and affiliates’ enquires via phone calls, emails, live chats and social media channels.
• Resolve product and service problems by clarifying the brokers/client complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; accelerating correction or adjustment ; follow up to ensure resolution.
• Engage Brokers and clients at the beginning of their subscription; ensure successful take-up and management of all incidents throughout their subscription from which there might be a risk of dissatisfaction.
• Communicate detailed reports on Brokers and clients requests and feedback to aid strategic and management decisions.
• Sending status and summary report of the broker’s portal on a weekly basis.
• Analyzing data collected in finding solutions to support employees and customers.
• Generating information and insights from data collected in identifying trends and patterns in helping management make informed decisions.
• Sourcing of missing data in avoiding loop holes.
• Identifying interface requirements and developing interface control documents.
• Researched into a more optimal telecommunication network used in our business operation which reduced the cost of expenditure.
• Preparing charts and reports from data collected in making decisions.
• Configuring tracking devices for use.
• Providing client education on the usage of our various tracking platform as well as prompt notification of service issues to clients.
• Diagnosing and solving hardware or software faults.
• Making recommendation regarding equipment upgrades.
• Liaising with law enforcement officers in ensuring swift recovery of snatched or stolen vehicles.

Requirements

• B.Sc in Marketing or any related field of study
• Previous experience working in similar role.