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January 26, 2018

Job Available for Graduates in an Internet Service Provider Company

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Lorache Group – Our client, an Internet Service Provider/ICT with coverage across the country, is recruiting suitably qualified candidates to fill the positions below:
 Job Title: Channel Support (Voice) – Executive
Location: Lagos
Function / Domain: Customer Service / Customer Interaction Group
Reporting To: Supervisor – Call Centre
Major Deliverables
  • Ensure High levels of Customer Centric attitude to ensure resolution to customer concerns
  • Ensure that calls are answered within defined threshold of 20 seconds
  • Handle customer complaints, requests and queries shared by Channel Partners via inbound calls
  • Emphasis on First Level Trouble shooting and concern redressal
  • Maintain two way communication medium to ensure redressal provided is also shared with Channel
  • Maintain and build lasting customer relationships by ensuring concerns attended are resolved
  • Ensure relevant communications, records and data are updated and recorded
  • Identify and escalate situations requiring urgent attention to appropriate department
  • Prepare daily activity reports and share with TL / Supervisor and HOD
Requirements/Qualification
  • Graduate /Post graduate qualification
Desired Experience:
  • 1 to 3 years
Essential Attributes:
  • Computer Knowledge,
  • Internet and Tech savvy,
  • Customer query resolving skills,
  • Sales Acumen,
  • Customer Focus,
  • Excel Knowledge is a Must,
  • Languages – Hausa, Yoruba, Igbo and English
Desired Attributes:
  • Relevant Industry Experience Preferred.
 Job Title: Enterprise Support – Executive
Location: Lagos
Function / Domain: Customer Service / Customer Interaction Group
Reporting To: HOD Customer Service
Major Deliverables
  • Ensure High levels of Customer Centric attitude and calls answered within defined threshold of 20 seconds
  • Emphasis on First Level Trouble shooting & redressal of complaints / service affecting issues over phone.
  • Maintain two way communication medium to ensure redressal provided is shared with customer over phone & email
  • Assist customers in setting up and/or troubleshooting problems with their service as necessary.
  • Liaise with the sales and technical operations officials as needed to meet customer’s needs.
  • Ensure all concerns are addressed within SLA committed with the customer
  • Maintain records of SLA breaches and process recommendation for Service Extension or Prorated Compensation where resolution is delayed at company’s end
  • Ensure relevant communications, records and data are updated and recorded
  • Maintain commercial records on payments, invoices, discounts or compensation extended on individual customer’s accounts
  • Identify and escalate situations requiring urgent attention to appropriate department
  • Prepare daily activity reports and share with TL / Supervisor and HOD
Requirements/Qualification
  • Post graduate qualification
Desired Experience:
  • 1 to 3 years
Essential Attributes:
  • Customer Focus,
  • Computer Knowledge,
  • Commercial & Sales Acumen,
  • Good written communication,
  • Should posses Analytical & Comprehension skills,
  • Internet and Tech savvy,
  • Excel Knowledge,
  • PRTG,
  • M2000 or similar NMS applications is a MUST
Desired Attributes:
  • Relevant Industry Experience Preferred.
 Job Title: Social Media Executive (ISP)
Location: Lagos
Function / Domain: Customer Service / Customer Interaction Group
Reporting To: Supervisor – Call Centre
Major Deliverables
  • Manage customer complaints originating via chat or email or social networking sites
  • Help customer purchase new accounts or plan upgrade via Web Chat.
  • Provide 100% assistance to customers reaching Customer Service via Web Chat
  • Render support on queries and technical issues (L2) regarding devices and network
  • Exercise diagnostic skills for proper resolution as per process
  • Handle customer complaints on behalf of HOD-CSD
Requirements/Qualification
  • Post graduate qualification
Desired Experience:
  • 1 to 3 years
Essential Attributes:
  • Focus on customer delight,
  • Good written communication,
  • Should possess Analytical & Comprehension skills,
  • Adapt at resolving customer query & complaints,
  • High familiarity with social media related communication,
  • Required to work on multiple client applications,
  • Required to work in multiple rotational shift pattern to support operational requirement,
  • Posses Commercial and Sales Acumen,
  • Excel Knowledge is a Must
Desired Attributes:
  • Relevant Industry Experience Preferred.
 Job Title: Team Lead – Quality Analyst
Location: Lagos
Function / Domain: Customer Service
Reporting To: HOD Customer Service
Major Deliverables
  • To monitor transaction quality of agents over phone, email & chat transcripts
  • To maintain performance report of individual Team Members
  • Audit processes for identifying process gaps and provide inputs for process efficiency
  • Prepare monthly performance reports for Management reviews & Action Plan
  • Conduct Root Cause and Training Need Analysis for various process
  • Responsible for team motivation and Create team synergy for enhanced KPI performance
  • Prepare certification module and evaluate each batch before release to operations teams
  • Provide inputs to Supervisor Contact Centre for new process and refresher trainings to teams.
  • Maintain records of QA reports history of officials and share them with Supervisor / HOD every week.
Requirements/Qualification
  • Post graduate qualification
Desired Experience:
  • 3 to 5 years
Essential Attributes:
  • Customer Focused,
  • Result oriented, Leadership quality,
  • Energetic & Assertive,
  • Knowledge of AVAYA and reporting structure,
  • Proficient with Excel,
  • Word & Power point,
  • Team Player
  • Relevant Industry Experience,
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