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Customer Retention & CX Coordinator at ipNX Nigeria Limited

  • Full Time
  • Onsite
  • Permanent
  • Lagos

Website ipNX Nigeria Limited

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.
Customer Retention & CX Coordinator at ipNX Nigeria Limited
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