Company Info
FiberOne holds the distinction of being Nigeria’s premier Fiber to the Home (FTTH) broadband provider, offering exceptional connectivity solutions. Our extensive network enables us to deliver top-notch Fiber internet services to both residential and commercial spaces. With our triple-play service, encompassing broadband, voice, and video, we provide a comprehensive communication experience. Powered by advanced technology, our services ensure minimal latency and optimal speeds, meeting the demands of modern connectivity.
Title: Customer Experience Onboarding Specialist
Location: Lagos
Responsibilities
- Lead and manage a team of customer experience/onboarding specialists, providing guidance, coaching, and mentorship to ensure their success.
- Collaborate with cross-functional teams to develop and implement effective customer onboarding strategies and processes.
- Ensure exceptional customer service delivery by monitoring team performance, resolving escalated customer issues, and providing timely feedback.
- Manage inbound customer communications – Answer incoming calls and emails to address customer questions, requests and issues.
- Track interactions in CRM – Record customers interactions in internal system for cross-functional awareness and relationship development.
- Develop and maintain comprehensive training programs for new team members, ensuring they are equipped with the necessary skills and knowledge.
- Analyze customer feedback and data to identify areas for improvement in the onboarding process and implement necessary changes.
- Act as a subject matter expert, providing expert guidance and support to team members and customers regarding complex onboarding matters.
- Collaborate with the management team to set performance goals and metrics, tracking team performance and implementing improvement plans as needed.
- Stay updated on industry trends and best practices in customer service and onboarding, proactively bringing new ideas and solutions to enhance the team’s performance.
- Foster a positive and inclusive team environment, promoting teamwork, open communication, and a customer-centric mindset.
Qualifications
- Bachelor’s Degree in Marketing, Communications, Advertising, Business Management, or a related field preferred.
- 3-5 years experience as a customer experience specialist or in a similar customer support role.
- Extensive experience in gathering and interpreting customer experience information.
- Solid knowledge of online customer engagement platforms and channels.
- Proficiency in MS Office, as well as CX and CRM software.
- Exceptional interpersonal skills and a client-centered approach.
- Great organizational and time management abilities.
- Superb communication, collaboration, and problem-solving skills.
Deadline: Not Specified.
How to Apply: Interested and qualified candidates should send their Resume to: [email protected] using the Job Title as the subject of the email.