Job Opportunities at ipNX Nigeria Limited

Job ID: 43
Department: Customer Experience & Advocacy
Function: Supervise all activities of the Customer Advocacy Centre
Reporting to: Head, Customer Experience & Advocacy
Travel Frequency: Minimal

Purpose of the Job

• To supervise all activities of the Customer Advocacy Centre, to plan, direct and coordinate in the areas of support, incident, change and problem management.

Expected Key Results:

• Customer Satisfaction
• Quality Assurance Monitoring
• Implement Service Standards
• Advocate for Customers
• Service Delivery Performance Measurement
• Workforce Management

Educational Qualifications & Functional Skills

• Minimum 2.1/Upper Credit Bachelor's Degree in Social Sciences.

Work Experience:

• Minimum of 5 years of varied experience in customer service with a proven record of driving customer experience improvement and increasing customer satisfaction.
• Teamwork - candidate will need to be a strong team player, who supports their colleagues and share their skills.
• Good interpersonal, work flow management and communications skills.
• Experience in similar roles within IT or Hospitality environment, preferably both.
• Excellent analytical skills and ability to own problems through to resolution as well as being able to analyse statistical data.
• Ability to demonstrate a mature understanding of key business needs.
• Excellent documentation and PowerPoint presentation skills.
• Good project and time management skills - Ability to work independently and manage one’s time.
• Verbal and written communication skills, problem solving skills, attention to detail and interpersonal skills.
• Knowledge of business and management principles involved in strategic planning and resource allocation.

Other Requirements:

• Customer Focus
• Tech savvy
• Action orientation
• Drive results
• Cultivate Innovation
• Ability to optimize work processes
• Resilience
• Self Development
• Nimble Learning
• Ensures Accountability
• Develops Talent
• Drives Engagement
• Drives Vision & Purpose
• Excellent Decision Quality

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Job ID: 41
Department: Customer Experience & Advocacy
Function: Create and maintain ipNX presence on social media.
Reporting to: Customer Experience Analyst
Travel Frequency: Nil

Purpose of the Job

• To manage customer experience through social media network, create / maintain ipNX presence on social media sites, which includes Facebook, Twitter, Instagram and increase the overall exposure of the company.

Expected Key Results

• Manage customer complaints and expectations on social media platforms
• Generate brand awareness
• Identify trends on social media
• Elicit concrete information from customers via surveys and campaigns
• Identify online threats, escalations and business enquiries
• Analysis/Reporting
• Carry out other responsibilities as assigned

Educational Qualifications & Functional Skills

• Minimum 2.1/Upper Credit Bachelor's Degree in Social Sciences preferably  public relations, marketing, social media management or business communications.

Work Experience:

• Minimum of 1-2 years related experience.

Other Requirements:

• Strong analytically skills
• Proficient use of CorelDraw
• Graphic design skills
• Knowledge of digital media as it relates to branding
• Team player
• Drive results
• Cultivate Innovation
• Online reputation management
• Resilience
• Strong communication – both verbal & written and inter-personal skills
• Tact and a good sense of humor
• A passion for all things digital
• Hardworking  and Extremely organized
• Self-motivated

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Job ID: 42
Department: Customer Experience & Advocacy
Function: Customer Experience & Advocacy
Reporting to: Head, Customer Experience & Advocacy
Travel Frequency: Minimal

Purpose of the Job

• The i-Shop Supervisor will manage all i-shops (company owned retail and friendship outlets) prospects and customers to maximize customer acquisition and also help with customer retention.

Expected Key Results

• Customer Advocacy
• Customer Engagement
• Training
• Customer Retention
• Process Flow and documentation
• Reporting.

Educational Qualifications & Functional Skills

• Minimum 2.1/Upper Credit Bachelor's Degree in business or  social science related discipline.

Work Experience:

• 5 -7 Years cognate sales, customer service experience.

Other Requirements:

• Customer Focus
• Tech savvy
• Action orientation
• Drive results
• Cultivate Innovation
• Ability to optimize work processes
• Resilience
• Self Development
• Nimble Learning
• Ensures Accountability
• Develops Talent
• Drives Engagement
• Drives Vision & Purpose
• Excellent Decision Quality.