Customer Care Executive at Beckley Consulting Limited

Beckley Consulting Limited is a company with a distinct focus on offering professional support services tailored for Micro, Small, and Medium Enterprises (MSMEs). Our expertise is geared towards assisting MSMEs in various aspects of their operations, empowering them to thrive and achieve their business goals. Additionally, we provide comprehensive solutions for organizations by managing outsourced labor requirements. Whether temporary or permanent, semi-skilled or skilled, we cater to the workforce needs of both small and large organizations. Our aim is to deliver reliable and efficient labor solutions, enabling businesses to optimize their operations and focus on their core competencies. Through our specialized services, Beckley Consulting Limited is dedicated to contributing to the growth and success of businesses, ensuring their sustainability and progress in today’s competitive landscape.

Title: Customer Care Executive

Location: Lekki, Lagos

Employment Type: Full-time

Key Responsibilities

• Attend to Customer’s Issues & resolve them in a timely & efficient manner.
• Coordination with Support Teams and ensuring customer issues are resolved efficiently and effectively.
• Raising, following up and closure Trouble Tickets
• Dispatch Invoices to Enterprise & Retail Customers as per the laid down process.
• Follow up for collections through timely reminders to Enterprise & Retail Customers,
• Ensuring Collections of receivables is achieved as per the set targets.
• Service & MTTR Improvement Plans
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Generate Sales Leads

Key Relationships

• HOD/CIO/MD of TecPoint Global Solutions
• HOD Business Development Department
• HOD Customer Care Department
• HOD Project Management Department
• Customers of TecPoint Global Solutions
• Vendors & Partners of TecPoint Global Solutions

Requirements

• Graduates in Marketing, Science, Business Administration or any other discipline may also apply
• NYSC Certified
• Must have 1 – 3 years of experience in a Telecommunications Company or Internet Service Provider with a fair knowledge of Internet Leased Lines, Leased Line, Home Broadband, FTTH, FTTX, VoIP, IPTV and Telecommunications Operations.

Required Skills:

• Fair Knowledge of Telecom Technologies
• Internet Bandwidth & Leased Circuits
• Innovative Solutions & Internet of Things (IoT)
• Internet Broadband

Soft Skills and Characteristics

• Strong organizational skills
• Self-motivated and detail-oriented
• Quick to collaborate and coordinate with team members when necessary
• Prior experience working with Telecommunication Customer Care Department
• Strong math and critical reasoning skills
• Customer Relationship Management
• Integrity & Honesty
• Team Player
• Interpersonal Skills
• Resourcefulness & Result Oriented approach
• Customer Oriented Approach
• Strong Oral & Written Communication
• Comprehensive knowledge of telecom products, services, and plans.
• Understanding of telecommunication networks, technologies, and equipment.
• Familiarity with billing processes and account management in the telecom industry.
• Knowledge of customer service principles and practices.
• Proficiency in using customer support software and tools.

Key Measures

• MTTR
• Network Uptime
• Customer Satisfaction Score (CSAT)
• Total Tickets & Closed Tickets per customer
• First Response Time (FRT)
• First Contact Resolution (FCR).

Remuneration
N900,000 to N1,200,000 Per Annum plus other benefits

Deadline: 14th, August, 2023.

How to Apply: Interested and qualified candidates should forward their CV to: recruitment@beckleyconsulting.com using the Position as the subject of the email.