Lorache Group – Our client, an Internet Service Provider/ICT with coverage across the country, is recruiting suitably qualified candidates to fill the position below:
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: 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: 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
Desired Attributes:
- Relevant Industry Experience,
- Should have Planning and organizing skills,
- Good interpersonal skills.
Deadline: 11th January, 2018.
Method of Application
Interested and qualified candidates should send their Applications and CV’s to: jobs@lorachegroup.com using the position and location applied for as subject of the mail.
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