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: Retention Officer
Location: Lagos
Employment Type: Full-time
Purpose of the Job
- The customer retention agent is responsible for engaging customers to obtain feedback on service and understand their behavior (lifestyle, preferences etc.) and to win back lost customers.
Key Activities
- Reduce Customer churn Identifying inactive subscribers and get them active on the network.
- Identify and monitor unique customer trends and escalate.
- Engage active customer to proactively identify unique customer issues and solve.
- Customer complaint/request and feedback management
- Ensure all customer feedback/complaints are documented, escalated to appropriate unit and also follow up till Head CEA
- Customer Retention
- Supervisor Retention
- Agent Retention
- Agent resolution.
- Track /update and close all tickets on OTRS.
- Process compensation, reimbursement, waivers and refunds for customers.
- Customer engagement Maintain constant and effective communication with retail customers through surveys.
- Identify and monitor unique customer trends and escalate.
- Increase customer satisfaction Ensure all complaints are resolved.
- Process request in timely manner and send updates to customers.
- Effectively identifying and dealing with customer dissatisfaction.
- Any other duties assigned by manager
Educational Qualifications & Functional Skills
- Minimum Requirements: HND / B.Sc in any discipline
- Minimum Experience: 1-2 years’ experience in customer care
- Work Experience: Customer Relations, Sales, Marketing, Human Relations (Any other Human Related) in Telecoms company
Other Requirements:
- Customer Focus
- Result Oriented
- Ability to multitask, set priorities
- and manage time effectively.
- Excellent communication and
- listening skills
- Team player
- Good listener
- Good interpersonal Skills
- Hard working
- Accountable
- Innovative
- Self-Motivated.
Remuneration
N100,000 Monthly.
Deadline: 19th May, 2023.
How to Apply: Interested and qualified candidates should Click Here to apply online