Company Info
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.
Title: Resolution and Loop Officer
Location: Lagos
Employment Type: Full-time
Job Description
- The Customer Resolution and Close loop is about Managing the customer’s open log of complaints/requests and “aggressively demanding” for the resolution.
- The customer resolution and close loop team agent has the responsibility of tracking every customer complaint till closure.
- He/She does not rest until every single complaint is resolved.
- This role is one where the resolution team serves the critical functions of being; a point, providing insights on customers at risk of churn, repeated complaints with a defined proactive approach to process and governance to ensure customer satisfaction & retention.
Key Activities
- Execute Strategy for reduction of churn through the managements of At Risk Customers.
- To design and implement strategies to identify customers who are at risk of churn due to repeated complaints till issues are resolved and differentiates herself through the quality and structure of support/experience offered by the resolution team.
- Our objectives is to ensure that customers: i) Trust in ipNX’s ability to be proactive. ii) do not have to follow up on their faults
- To assist with the completion of regular complaints & correspondence reports, by collating information from supporting systems.
- To use your initiative, knowledge and judgment to assess and resolve problems including prompt escalation to managers as required.
- To assist with quality and timely Updates to customer complaints or request.
- Root Cause Analysis.
- Research, ensure learning is used to drive service improvement whilst identifying emerging complaint themes and following recommendations through to implementation.
- To promptly and proactively engage with colleagues from other teams, including managers, to gather information required to fully investigate and respond to Customer inquiries, complaint and request.
- Customer Relationship Management.
- Analyse repeated complaints, prioritize them and determine which ones require immediate attention.
- Represent customers’ interests at executive management meetings and business strategy sessions.
- Escalate critical issues concerning customer relationship and ensure lasting solutions.
- Customer Satisfaction
- Using complaint & customer experience data to drive customer service delivery improvement projects.
- Investigating and ensuring customers’ problems, which may be complex or long-standing are flagged and resolved.
- Adhoc Assignments.
- Carrying out any other tasks as may be assigned by the line manager.
Educational Qualifications & Functional Skills
- Bachelor’s Degree in any related field (2.2 / Upper Credit Minimum).
- 1 – 2 years work experience.
- Effective written and verbal communication skills in English including report-writing and creating presentations for senior executives.
- Ability to build successful relationships at all levels.
Deadline: 30th March, 2023.
How to Apply: Interested and qualified candidates should send their Resume to: [email protected] and Copy: [email protected] using the Job Title as the subject of the mail.