Call Centre Agent at ipNX Nigeria Limited

Job Description

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. Our ability to identify, satisfy and exceed today’s market needs is a testament to over a decade of experience, our commitment, drive and passion realized through highly skilled and well seasoned professionals.

As a pioneer and a leading Fibre-To-The-Home (FTTH) operatorin Nigeria, we currently provide a number of solutions to various industries and market segments using industry-leading technology (such as our very own Fibre-To-The-Home (FTTH) cable technology) as our core access network infrastructure and fixed wireless radio services (via licensed frequency). We also proffer complementary IT solutions, with a view of covering key commercial and suburban regions.

We Are Recruiting To Fill The Position Below

Job Title: Call Centre Agent

Location: Lagos

Employment Type: Full-time

Purpose of the Job

• The Call Center agent deals with customers via telephone, Internet, e-mail and instant messaging. They are required to handle a variety of functions, including customer advocacy, technical support, cross-selling, up-selling and customer contact. Agents make an important contribution to customer satisfaction by providing a prompt, efficient and courteous service to callers.

Deliverables (Maximum 5-6 Key Responsibilities)

Expected Key Results (Detailed KPIs) Key Activities:

• Ensure Customer satisfaction at every contact via Phone, emails and other online medium.
• Follow up on unresolved complaints.
• Ensure Customer satisfaction.
• Excellent listening, questioning and communication skills.
• Excellent E-mail writing skills.
• Adhere to the telephone etiquette.

Job Description

• Informs customers by explaining procedures; answering questions; providing information and feedback.
• Customer Engagement
• Follow communication scripts when handling different topics.
• Identify customer’ needs, clarify information, research every issue and provide solutions and/or alternatives.
• Seize opportunities to upsell and cross sell when they arise.
• Build sustainable relationships and engage customers by taking the extra mile.
• Email handling and OTRS accuracy
• Prompt response to mails.
• Ensure OTRS data accuracy and consistency.
• Ensure responses are consistent with the contents of the email. (Enquiry; feedback or complaint)
• Response Time to Calls and Emails
• Ensure prompt response to in-bound calls.
• Customer call frequency.
• Must be clear, direct and not vague in their communication with customers (Calls and Emails).
• Manage large amounts of inbound and/or outbound calls in a timely manner.
• Meet personal/team qualitative and quantitative call targets.
• Customer Retention Rate
• Provide excellent customer service in such a way that we can retain the customers.
• Compile complaint call and log.
• Must be the voice of the Customer.
• Maintain a high completed Call rate
• Ensure that the Call abandonment rate is very less than 10%.
• Maintain a call completion rate of 90%.
• Ensure that in-bound calls are picked before the third ring.
• Escalations
• Must escalations issues that they cannot handle to their supervisor.
• Must avoid keeping the customer waiting on a call.
• Identify and escalate priority issues observed.
• Any other duties assigned by supervisor or manager

Educational Qualifications & Functional Skills

• Minimum Requirements: HND / B.Sc, Any Discipline
• Minimum Experience: 2 years experience in a contact center

Work Experience

• Customer Relations, Sales, Marketing, Human Relations (Any other Human Related) in Telecoms company

Other Requirements

• Customer Focus
• Tech savvy
• Action orientation
• Drive results
• Cultivate Innovation
• Ability to optimize work processes
• Resilience
• Self-Development
• Ability to multitask, set priorities and manage time effectively
• Nimble Learning
• Good oral and written communication
• Team player
• Computer literacy
• Familiarity with CRM systems and practices
• Telephone Etiquette
• Strong phone, verbal and writing communication skills along with active listening
• Knowledge of Microsoft office. (Excel, PowerPoint, Word, etc)