Corporate Support Agent

Swap Consulting

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Swap Consulting - Our client is a leading Internet Service Provider with head office in Victoria Island, Lagos, and branches across Nigeria. As a result of business expansion they seek qualified candidates to fill this role

 

Responsibilities:

  • Perform all functions of a corporate support agent.
  • Follow –up on all unresolved complaint, with view to resolving such.
  • Manage the affairs of the corporate support center (agents and complaint).
  • Attend and participate in company Quality Assurance and Compliance in-service/training programs on an ongoing basis.
  • Incident management: receives, log and take ownership of all faults.
  • Responds to and provides timely, complete and accurate resolution to customer inquiries via email, phone or web calls.
  • Ensures initial call assessment, resolution (if possible) or escalation to the appropriate technical group.
  • Manage Service request lifecycle: receive, log and take ownership of all general Service Requests and progress to resolution.
  • Liaison with clients on updates of progress on Service Requests and Incidents reports ensuring they are kept up to date.
  • Dissemination of information regarding network faulty condition, causes, planned outage period for repair/preventive maintenance.
  • Execute customers’ transactions in line with customer care methods and procedures to ensure that customers receive the best service possible while processing requests and concerns.
  • Real-time Network status monitoring and escalation based on SLAs, Coordinates with other teams as may be necessary to resolve customer issues within the contracted SLAs.
  • Manage various software systems, track customer requests and concerns and issue resolution.
  • Maintain accurate updates to the knowledge management database.
  • Produce periodic error-free service reports in order to inform both management and external clients of service levels achieved and areas of service improvement required.
  • Work with other groups to provide a well managed service keeping abreast all related fault and new business arrangements enabling excellent customized support.
  • Perform Clients Relationship Management and secure customer satisfaction in every interaction in a professional manner.
  • Work as part of the Business Front Office, supporting an environment of excellent customer service, by responding to faults and provisioning enquiries.
  • Proactive monitoring of all client owned & installed network elements in corporate customers’ premises.
  • Identify, document and alert supervisor of trends in customer calls.
  • Contribute to a continuous maintenance and optimization of processes and procedures.

 

Requirements:

  • Academic and Professional: A University degree in the applied sciences.
  • 1 - 2 years experience in telecommunication service provisioning with emphasis on customer liaison.
  • Experience: Customer Relations, Technical, Human Relations (Any other Human Related) in Telecoms company/ISP Company.
  • Customer Relationship Management techniques.
  • Service Level Management.
  • Good Business Communication Skills.
  • Good knowledge of I.T & Telecomms Industry.
  • Proficient use of computer and related applications
  • Excellent telephony skills with the ability to listen, question and explain.
  • Troubleshooting skills.
  • Basic Telecommunication concepts, principles and systems.
  • Best Practices in Customer Care/Customer Relationship Management.
  • Good understanding of the company’s network.
  • Good understanding of knowledge of software used by Customer Care

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Summary

Company

Swap Consulting

Job Level

Experienced (Non-Manager)

Location

Ekiti

Specialization

Customer Service

Job Type

Full-Time

Minimum Qualification

Degree

Preferred Years of Experience

1 - 3 years

Application Deadline

1 month from now