Corporate Customer Care Officer at 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.

Title: Corporate Customer Care Officer

Location: Lagos

Employment Type: Full-time

Job Summary

• We are currently seeking a Corporate Customer Care Officer to Join our Lagos Team.
• The Corporate Customer Care role will manage /develop client relationships with existing and new clients – by ensuring customers are satisfied through consistent advocacy resulting in profits for the organization.
• To deliver key service outcomes for ipNX’s customers in the B2B environment.
• To build rapport by interacting with customers via multiple channels i.e. Telephone, Email, Online Correspondence etc. and providing solutions that not only meet expectations but surpass them.

Responsibilities

• Manage assigned cases in line with customer expectations and departmental SLAs and KPIs Head, Corporate Customer Care Corporate Customer Care Officer Corporate Customer Care Associate
• Ensure close liaison with customers, providing updates and or appropriate action to resolve queries
• Identify and escalate to Head, Corporate Customer Care situations requiring urgent attention
• Carry out IPNX’s customer care strategy and proposition deliverables to deliver and sustain a world class customer care to corporate clients
• Implement and proffer strategies useful in improving customer relationship, retention, profitability, loyalty, and satisfaction
• Manage Customer Care processes and all other documentations.
• Effective customer engagement and proactively identify At Risk customers.
• Customer visitations i.e. attend service review meetings etc.
• Handling outbound calls and logging, updating and creating tasks for customer queries and cases as required using corporate ticketing system.
• Manage the activities of digital support platform.
• Through daily support activities, strive for a high degree of customer satisfaction resulting in a positive Net Promoter Score (NPS) for ipNX Services.
• Handle Corporate customer feedback in accordance to the ipNX complaints procedure and updating relevant stakeholders
• Ensure appropriate management of records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Maintain constant and effective communication with customers while advocating on their behalf.
• Develop strong working relationships and increasing engagement / collaboration with colleagues across the ipNX Support chain.
• Galvanize the Support group to consistently provide support and updates on customers’ issues.
• Ensure adherence to fault resolutions in accordance with agreed SLAs.
• Outage/Maintenance Notification (Email & SMS).
• Oversee business enquiry management in order to drive company revenue in a profitable manner.
• Ensure that response to customer inquiries and problem solving are conducted in a professional and effective fashion.
• Develop strong working relationships and increasing engagement / collaboration with colleagues across the ipNX Support chain.
• Liaise with the relevant team for any issues with customers’ orders and be aware of individual and departments weekly targets.
• Preparation of reports (daily, weekly and monthly)
• Carrying out any other tasks as may be assigned by the line manager

Requirements

• Minimum of Second Class Lower in Social/Management Sciences courses or related fields.
• A minimum of 2-3 years of relevant experience in similar roles within IT or Hospitality environment, preferably both, finding solutions for customers and advising them on services
• Previous experience in Customer Success, Management Consulting, Account Management or any other client-facing role
• Experience in using analytical skills to own problems through to resolution as well as being able to analyse statistical data
• Experience in finding solutions for customers and advising them on our services and managing effective customer consultation including using social media tools in business.
• Professional qualifications from the recognized professional boards, will be added advantage, Professional telephone manners, Ability to work in a team to sustain relationships and build rapport
• Able to conduct initial troubleshooting and diagnostics on all enquiries, have an understanding and interest in communication methods and what each can provide and ability to assimilate information and respond accordingly
• Able to work and learn quickly in a fast paced, fun and dynamic environment, highly organized and able to follow through and prioritize tasks
• Excellent written and verbal communication in English, demonstrated passion for our mission, values and customers.
• Ability to build successful relationships at all levels, excellent analytical and quantitative skills; ability to use hard data and metrics to back up assumptions and develop business cases.
• Have an entrepreneurial spirit, ability to demonstrate an understanding of customer needs, excellent documentation with intermediate Excel 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

Deadline: 27th May, 2024.

How to Apply: Interested and qualified candidates should send their CVs to: [email protected] using the Job Title as the subject of the mail.