Customer Service Representative (Telecom) at ipNX Nigeria Limited

Customer Service Representative (Telecom)

About IpNX Nigeria Limited

ipNX Nigeria Limited is a leading provider of infrastructure-based Telecommunications and Information Technology services here in Nigeria. Leveraging more than a decade of experience, the company was formed by the divestment of the telecommunications services division of Telnet Nigeria Limited and has been in operation for many years. ipNX currently provides a range of communications and IT services to Corporate organizations within Nigeria on its IP (Internet Protocol) based communications network using both radio and satellite communications technologies. As part of its growth strategy, ipNX seeks to also extend its services to small and medium sized businesses and residential customers. In the long term, ipNX has determined that it needs also to have a strategic presence in the wire line market to ensure that we will be able to provide future services, which require high bandwidth in the last mile

Job Description (Customer Service Representative)

The Call Center agent deals with customers via telephone, Internet, e-mail, and instant messaging.
Handle functions including customer advocacy, technical support, cross-selling, up-selling, and customer contact.
Provide prompt, efficient, and courteous service to callers, contributing to customer satisfaction.

Responsibilities (Customer Service Representative)

Follow up on unresolved complaints.
Ensure customer satisfaction.
Possess excellent listening, questioning, and communication skills.
Demonstrate excellent E-mail writing skills.
Adhere to telephone etiquette.
Inform customers by explaining procedures, answering questions, providing information, and feedback.
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.
Build sustainable relationships and engage customers by going the extra mile.
Ensure prompt response to emails.
Ensure OTRS data accuracy and consistency.
Ensure responses are consistent with the contents of the email (Enquiry, feedback, or complaint).
Ensure prompt response to in-bound calls.
Monitor customer call frequency.
Maintain clear, direct, and non-vague communication with customers (Calls and Emails).
Manage large amounts of inbound and/or outbound calls in a timely manner.
Meet personal/team qualitative and quantitative call targets.
Provide excellent customer service to retain customers.
Compile complaint calls and log.
Be the voice of the Customer.
Ensure Call abandonment rate is less than 10%.
Maintain a call completion rate of 90%.
Ensure in-bound calls are picked before the third ring.

Educational Qualifications & Functional Skills (Customer Service Representative)

Minimum Requirements: HND / B.Sc, Any Discipline.
Minimum Experience: 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.
Ability to optimize work processes.
Resilience.
Self-Development.
Ability to multitask, set priorities, and manage time effectively.
Nimble Learning.
Good oral and written communication.
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)