LisaipNX Nigeria Limited is recruiting suitably qualified candidates to fill the vacant job positions in their company. Interested candidates should kindly follow the job application guidelines below to apply successfully.
ipNX is one of Nigeria’s fastest growing Information and Communications Technology companies, serving a multitude of needs across enterprises, small businesses and residents with innovative, world-class services. Our ability to identify, satisfy and exceed today’s market needs is a testament to over a decade of experience, our commitment, drive and passion realized through highly skilled and well seasoned professionals.
As a pioneer and a leading Fibre-To-The-Home (FTTH) operatorin Nigeria, we currently provide a number of solutions to various industries and market segments using industry-leading technology (such as our very own Fibre-To-The-Home (FTTH) cable technology) as our core access network infrastructure and fixed wireless radio services (via licensed frequency). We also proffer complementary IT solutions, with a view of covering key commercial and suburban regions.
ipNX Nigeria Limited Job Recruitment 2023/2024
We are recruiting to fill the position below:
Job Title: Call Centre Agent
Location: Lagos
Employment Type: Full-time
Job Summary
- The Call Center agent deals with customers via telephone, Internet, e-mail and instant messaging. They are required to handle a variety of functions, including customer advocacy, technical support, cross-selling, up-selling and customer contact. Agents make an important contribution to customer satisfaction by providing a prompt, efficient and courteous service to callers.
Deliverables (Maximum 5-6 Key Responsibilities)
Expected Key Results (Detailed KPIs) Key Activities:
- Ensure Customer satisfaction at every contact via Phone, emails and other online medium.
- Follow up on unresolved complaints.
- Excellent E-mail writing skills.
- Adhere to the telephone etiquette.
- Ensure Customer satisfaction.
- Excellent listening, questioning and communication skills.
Key Responsibilities
- Informs customers by explaining procedures; answering questions; providing information and feedback.
- Build sustainable relationships and engage customers by taking the extra mile.
- Email handling and OTRS accuracy
- Prompt response to mails.
- Ensure OTRS data accuracy and consistency.
- Ensure responses are consistent with the contents of the email. (Enquiry; feedback or complaint)
- Customer Engagement
- Follow communication scripts when handling different topics.
- Identify customer’ needs, clarify information, research every issue and provide solutions and/or alternatives.
- Seize opportunities to upsell and cross sell when they arise.
- Response Time to Calls and Emails
- Ensure prompt response to in-bound calls.
- Customer call frequency.
- Must be clear, direct and not vague in their communication with customers (Calls and Emails).
- Maintain a call completion rate of 90%.
- Ensure that in-bound calls are picked before the third ring.
- Escalations
- Must escalations issues that they cannot handle to their supervisor.
- Must avoid keeping the customer waiting on a call.
- Identify and escalate priority issues observed.
- Manage large amounts of inbound and/or outbound calls in a timely manner.
- Meet personal/team qualitative and quantitative call targets.
- Customer Retention Rate
- Provide excellent customer service in such a way that we can retain the customers.
- Compile complaint call and log.
- Must be the voice of the Customer.
- Maintain a high completed Call rate
- Ensure that the Call abandonment rate is very less than 10%.
- Any other duties assigned by supervisor or manager
Qualifications and Requirements
- Minimum of a Bachelor’s Degree / HND in any relevant discipline
- At least 2 years experience in a contact center
Work Experience:
- Customer Relations, Sales, Marketing, Human Relations (Any other Human Related) in Telecoms company
Other Requirements:
- Customer Focus
- Tech savvy
- Action orientation
- Drive results
- Cultivate Innovation
- Team player
- Computer literacy
- Familiarity with CRM systems and practices
- Telephone Etiquette
- Strong phone, verbal and writing communication skills along with active listening
- Knowledge of Microsoft office. (Excel, PowerPoint, Word, etc)
- Ability to optimize work processes
- Resilience
- Self-Development
- Ability to multitask, set priorities and manage time effectively
- Nimble Learning
- Good oral and written communication
How to Apply
Interested and qualified candidates should:
Click here to apply
Application Deadline
29th March, 2023.
Lisa
