Jobs at U-Connect Human Resources Consulting

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.

Key Activities

• Reduce Customer churn.
• 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.
• Customer complaint/request and feedback management
• 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.
• Customer engagement
• Maintain constant and effective communication with retail customers through surveys.
• Identify and monitor unique customer trends and escalate.
• Increase customer satisfaction.
• Ensure all complaints are resolved.
• Process request in timely manner and send updates to customers.
• Effectively identifying and dealing with customer dissatisfaction.
• Any other duties assigned by manager Demonstrate (Key competencies)

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
• The ideal candidate must have experience in the telecom industry

Other Requirements:

• Customer Focus
• Result Oriented
• Ability to multitask, set priorities and manage time effectively.
• Excellent communication and listening skills
• Team player
• Good listener
• Good interpersonal Skills
• Hard working
• Accountable
• Innovative
• Self-Motivated.

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Key Activities

• Site Survey and Design
• Conduct Site surveys for study and planning of new FTTH deployment. Team Lead, Planning and Design, Wireline OSP Planning and Design Technician.
• Prepare Low Level Design of Civil and Fiber Infrastructure for Optical Distribution Network (ODN) deployment to cover future demands.
• FTTH Optical Distribution Network (ODN) planning, Cost estimation, Route Selection, fiber Management and Fiber Link Power Budgeting.
• Prepare detailed FTTH design drawings including duct layouts and cabling layouts.
• Preparation of BoM for FTTH OSP projects.
• Preparation of High Level project scope description.
• Preparation of fiber cabling plan and splice plans for FTTH projects.
• Review of as-built drawings with FTTH roll-out team to ensure conformity with original design.
• Planning and site selection of Central Offices (CO)
• Design of Central Offices’ civil and fiber infrastructure.
• Project Related Activities
• Pre-project discussions and co-ordination with FTTH roll-out team and OSP vendors.
• Joint site walk-throughs with OSP Supervisor and contractor after kickoff meetings.
• Conduct joint surveys with project team to resolve variation and change in scope issues.
• Revise designs and BOMs and send in the documents for variation or scope change approval.
• Accuracy of planning and design.  Accuracy of OSP design (measured by level of modification by Team lead required on the design before final submission to Head, Network Services Business Unit).
• Accuracy of Bill of Materials within tolerance limits.
• The percentage of time site surveys are done within schedule without un-necessary re-visits.
• Accuracy of High level Descriptions (measured by level of modification required after submission to Team Lead).
• Accuracy of Fibre Splice Plans.

Educational Qualifications & Functional Skills

• HND in Electrical / Electronics / Computer Engineering / Computer Science, Information Systems.
• At least 3 years work experience.
• However, field experience for Non- science or engineering backgrounds can be considered.

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Job Description

• The Corporate Sales Trainee Associate role will be to manage assigned business portfolio, he or she will prospect accounts within the territory, protect and secure new revenue, ensure set targets are met, while providing support to the Territory Manager.
• Aside from sales related function, the CSTA is to ensure unrivalled customer experience /service delivery satisfaction amongst our customer base.

Key Activities
Meet and Surpass Sales Target:

• Identify and prospect new opportunities with a view to converting them through a clearly defined sales process.
• Maintains relationship with clients by providing support, information and guidance, and recommending new and profitable opportunities that will engender a win/win situation with the customers.
• Drive self to achieve set cold call targets Regional Manager (North) Territory Manager (Kano) Corporate Sales Trainee Associate.
• Ensure completion of signed JCC and SLA’s , also , ensure proper documentations and follow through with all processes . Maintain a less than 2% yearly attrition rate on assigned accounts.
• Regular visitation to customers under management ensures that customer issues are resolved within the boundaries of executed Service Level Agreement. Ensure quality and timeliness of reports, trackers;and industry related information, trends and competitor activities.
• Ensure that sales, pipeline, churn and all associated reports are made available before close of business every Friday.
• Analyze information regarding market trends, competitors’ activities, and share with supervisor on a bi-weekly basis. The report accompanies the weekly report. Constantly exhibits acquired skills; product and sales presentation knowledge.
• Ensures participation in all announced internal product training, acquiring industry relevant knowledge and information by attending related workshops, reviewing professional publications.

Educational Qualifications & Functional Skills

• University Degree in Business / Marketing / Humanities / Engineering or related disciplines.
• 0 - 2 years Post NYSC.
• Post NYSC, industry experience at the minimal
• Good Microsoft office suite competence, CRM competence
• Analytic &Creative skills, ability to learn quickly
• Negotiation Skills
• Excellent Communications, multi-tasking and Inter-personal skills.

Other Requirements:

• Customer Focus
• Action orientation
• Business driven
• Cultivate creativity
• Ability to optimize work processes
• Resilience
• Self-Development
• Nimble Learning
• Ensures Accountability
• Develops Talent
• Drives Engagement
• Drives Vision & Purpose
• Excellent Decision Quality