Customer Retention & CX Coordinator at ipNX Nigeria Limited

Job Description

ipNX Nigeria Limited is one of Nigeria’s fastest growing Information and Communications Technology companies. In our business, we connect everything – people, information, and services. We are specialized in network connectivity, and delivery of internet, telephony, television as well as cloud-based software application services to corporate and residential customers.

We Are Recruiting To Fill The Position Below

Job Title: Customer Retention & CX Coordinator

Job ID: 118

Location: Victoria Island, Lagos

Department: Customer Experience & Advocacy

Function: Supervise all activities of CX & Retention unit

Reporting to: Head, Customer Experience & Advocacy

Travel Frequency: Minimal

Purpose of the Job

• Responsible for proactive relationship building with Customers. This position coordinates, executes, and manages outbound call programs built to effectively retain customers through positive Relationship building, listening to concerns/addressing issues and educating on available products and services.
• Supervise all activities of the customer retention unit. Identify /execute retention Strategies that reduce churn and increase customer loyalty in other to sustain revenue. Gather feedback from customers and provide update to the Leadership.

Expected Key Results

• Reduce customer churn
• Increase customer loyalty
• Customer Retention
• Manage data usage administration /complaint
• Elicit concrete information from customers via surveys and campaign for excellent Customer Experience
• Request processing for customers
• Complaint tracking.

Educational Qualifications & Functional Skills

• University Degree in Social Sciences
• Post Graduate degree (MBA, M.Sc., etc.) an added advantage
• Professional Qualification in Customer experience management an added advantage

Work Experience

• 3+ years of customer loyalty and retention experience
• Data analysis experience using Excel with pivot tables and statistical analysis.

Other Requirements

• Customer Focus
• Tech savvy
• Action orientation
• Drive results
• Cultivate Innovation
• Ability to optimize work processes
• Resilience
• Self Development
• Nimble Learning
• Ensures Accountability
• Develops Talent
• Drives Engagement
• Drives Vision & Purpose
• Excellent Decision Quality.