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Customer Support Officer

We are recruiting to fill the position below:

Job Title: Customer Support Officer

Role In Summary

  • Provide first level off-site Customer support to Clients: Enquiry, Troubleshooting, Mail and Call Management etc. to consistently provide a high level of excellent Customer support service and ensuring Customers satisfaction.

Main Duties

  • Introduce new networking technologies or improve existing technologies to add value to existing services & capabilities.
  • Maintaining a positive, empathetic and professional attitude toward Customers at all times.
  • Manage large incoming calls from Customers.
  • Generate sales leads.
  • Responding promptly to Customer inquiries.
  • Identify and assess Customers’ needs to achieve satisfaction.
  • Communicating with Customers through various channels e.g email, sms and phone call etc.
  • Acknowledging and resolving Customer complaints.
  • Knowing NINEXT services inside and out so that you can answer questions easily.
  • Processing orders, forms, applications and requests.
  • Keeping records of Customer interactions, transactions, comments and complaints.
  • Communicating and coordinating with colleagues as necessary.
  • Providing prompt feedback on the efficiency of the Customer service process.
  • Managing a Team of IT trainee or junior Customer support representives in NOC.
  • Ensure Customer satisfaction and provide professional Customer support at all times.
  • Build sustainable relationships and trust with Customer accounts through open and interactive.
  • Provide accurate, valid and complete information by using the right methods/tools e.g Zalpro, Splynx
  • Liaise with Technical Team, Engineering and Account departments on fault resolutions and Customer account reconciliation.
  • Handle Customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
  • Troubleshoot with Customer over phone and resolve issues promptly.
  • Keep records of Customer interactions, process Customer accounts and file documents.
  • Follow communication procedures, guidelines and policies.
  • Take the extra mile to engage Customers.
  • Any other Tasks assigned to you by the Management.
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Personal Qualities & Qualifications
Job Holder need to be:

  • Degree holder in Mass Communication, English, Telecommunications Engineering, Computer Engineering or Science from reputable higher institution with minimum of second class upper.
  • Problem-solving skills.
  • Ability to communicate clearly.
  • A highly effective individual who has an absolute eye for detail and is focussed on improving business performance through exceptional Network – Strategies/Solutions execution, reporting and evaluation.
  • Service and process knowledge.
  • Friendly attitude.
  • Empathy.
  • Strong time Management.
  • Candidate must possess excellent customer interface, analytical and presentation skills and be able to influence internal and external organizations.

Demands on the Job:

  • Must have at least 1 year cognate experience in Customer Support from telecommunication related organisation especially ISP firm.
  • Ability and wiliness to work long hours and meet tight deadlines.
  • Ability to work under none or minimal supervision.
  • Maybe required to work weekends and in shifts.

Age Bracket:

  • 22 – 30 years of age.

Salary
N60,000 – N80,000 Monthly.

Application Closing Date
29th November, 2022.

Method of Application
Interested and qualified candidates should send their CV to: careers@brainshare.ng using the Job Title as the subject of the mail.

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