• Customer Care and Support Centre Jobs at Swift Networks Limited

  • Posted on: 3 October, 2014 Deadline: Not Specified
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  • Our company, Swift Networks is an Indigenous Internet Service Provider Company with outlets spread all over Lagos State. Our core services are the provision of high speed internet services, telephony and IP – VPN services to both residential and enterprise subscribers.

    Team Lead, Support Center

     

    Main Responsibilities

    • Keeping support unit in synch with company objectives
    • Planning and managing the effective operations of the support center by administrating trained man power, administrative facilities, CRM utilities and customer focused solution
    • Forecasting of support unit requirements in terms of inventory and human resource both in accordance with the present and projected workload
    • Decision making in order to continuously improve performance of the support unit by identifying requirements and coordination with the relevant department/division to fulfill the said needs
    • Keeping support unit staff motivation and commitment level high to keep them focused so that the state of the art service is delivered to the customers
    • Ensuring and enforcing the first contact resolution to meet SLA targets of the support queue
    • Responding to current international support center practices and adopting to keep up the latest effective solution
    • Delegation and empowering teams responsible for escalations and closure of issues/complaints
    • Ensure that Front Desk support staff log each customer visit in the CRM to analyze the reason of walk in and take action to reduce the customer walk in
    • Ensure that Field Engineers have proper technical and interpersonal skills required to meet the job requirement
    • Ensure that tickets to Support center are closed in the qualitative manner
    • Ensure that visits are being carried out as per commitments/appointments with the customer
    • Ensure availability of the efficient staff in the walk in centers and also availability over the weekends/public holidays
    • Recommendation on the TNA of the staff and conducting trainings to improve the quality and service level of the division which impact the revenue
    • Responsible for innovative ideas to reduce cost of the unit , improvement in the revenue from customers.
    • Carry out other assigned duties by the immediate supervisor 

    Desired Skills and Experience

    • Bachelor’s degree in Elect/Elect engineering, Computer engineering, Telecommunications or other related fieldwith cumulative grade of 2nd class upper division
    • 5 years of experience in the relevant field of technical support with CCNA/CCNP or any technical certification as a plus point
    • Exceptional communication and interpersonal skills
    • Ability to have work under pressure and multi task
    • Good time management skills 
    • Role model customer care professional profile
    • Optimistic with supportive attitude
    • Excellent training skills
    • Detail oriented and results driven

    go to method of application »

    Graduate Support Center Executives (Field Engineer/Business Center)

     

    Main Responsibilities

    • Provision of accurate services and information about product and services to the walk in customers
    • Customer education on basic trouble shooting steps to create awareness of help yourself among customers in order to minimize walk in
    • Suggesting and implementation of the innovative ideas to reduce customer walk in specially for technical complaints
    • Taking immediate and all possible measures to resolve escalated customer complaints keeping company policies in view
    • Ensuring that customers in walk in center are not queued up and dealt within targeted KPI
    • Ensuring to achieve walk in center complaint management SLA by attending 80% of the walk within 10 minutes
    • Execution of the team plans to achieve KPI of first contact resolution for both walk in customers and field visits
    • Ensuring that every customer walk in is registered in the CRM for analysis and reporting
    • Maintaining high standards of SLA by using customer relationship management utilities
    • Timely reporting of sever issues to the reporting line
    • Ensure that Sale Return ration is minimized by applying effective retention techniques as per company policy
    • Ensure that field visits are carried out as per commitment with the customers. Any unavoidable challenges holding or delaying visit shall be timely informed to the customer
    • Ensure that any abnormal findings on the networks/modem after field visits shall be shared with the management on weekly basis
    • Ensure that the assigned tickets from CRM are qualitatively closed with proper comments and findings
    • Ensure that inventory is managed properly and wisely considering the same as company’s property
    • Carry  out other duties assigned by immediate supervisor

    Desired Skills and Experience

    • Bachelor’s degree in Elect/Elect engineering, Computer engineering, Telecommunications or any other related field with cumulative grade of 2nd class upper division
    • 1-2 years of experience in the relevant field of technical support with CCNA/CCNP or any technical certification as a plus point
    • Exceptional communication and interpersonal skills
    • Ability to have stress and time management
    • Role model customer care professional profile
    • Optimistic with supportive attitude
    • Detail oriented and results driven

    go to method of application »

    Graduate Customer Care Representatives

     

    Main Responsibilities:

    • Meeting quantitative and qualitative KPIs
    • Communicating accurate and precise information of products and services, value added services, packages, and on going promotional activities to the caller/customer
    • Taking all possible measures to timely resolve customer’s query and processing them in accordance with our established procedures and policies
    • Responsible for responding to technical queries related to VOIP, Internet and Data services on different platform such as WiMAX, Wifi by using standard procedures
    • Comprehensive understanding and knowledge of using Customer Relationship Management (CRM) software to deal with incoming calls
    • Ensure full compliance of all related software applications and a strong handling power to assist customers
    • Logging all queries properly and escalating possible complaints to the concerned teams using effective tools
    • Regularly attending training and coaching sessions conducted. Learning about organization’s products or services and keeping up-to-date with any changes to them
    • Suggesting alternatives and possibilities to resolve customers’ complaints on priority basis
    • Giving feedback and reporting customer issues/problems to Supervisor to ensure maximum customer satisfaction and to aware management with current trends and demands
    • Ensuring the retention measures according to the standards
    • Carry out other tasks that may be assigned by the supervisor

    Desired Skills and Experience

    • A Bachelor’s degree in any field with cumulative grade of 2nd class upper division
    • Excellent communication, presentation skills & negotiation skills
    • Multi-task, maintain a high standard of service and quality
    • Ability to have stress and time management.
    • Technical Support Expertise to handle customer complaints which requires prior computer handling skills.

    Method of Application

    To apply for any of these positions, follow link

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