ipNX Nigeria Limited is an integrated info-communications company focused on providing every person, every home and every business in Nigeria with world-class information, communication and entertainment services.
We are recruiting to fill the positions below:
Job Title: Social Media Officer
Job ID: 41
Location: Lagos
Department: Customer Experience & Advocacy
Function: Create and maintain ipNX presence on social media.
Reporting to: Customer Experience Analyst
Travel Frequency: Nil
Purpose of the Job
Job ID: 41
Location: Lagos
Department: Customer Experience & Advocacy
Function: Create and maintain ipNX presence on social media.
Reporting to: Customer Experience Analyst
Travel Frequency: Nil
Purpose of the Job
- To manage customer experience through social media network, create / maintain ipNX presence on social media sites, which includes Facebook, Twitter, Instagram and increase the overall exposure of the company.
Expected Key Results
- Manage customer complaints and expectations on social media platforms
- Generate brand awareness
- Identify trends on social media
- Elicit concrete information from customers via surveys and campaigns
- Identify online threats, escalations and business enquiries
- Analysis/Reporting
- Carry out other responsibilities as assigned
Educational Qualifications & Functional Skills
- Minimum 2.1/Upper Credit Bachelor’s Degree in Social Sciences preferably public relations, marketing, social media management or business communications.
Work Experience:
- Minimum of 1-2 years related experience.
Other Requirements:
- Strong analytically skills
- Proficient use of CorelDraw
- Graphic design skills
- Knowledge of digital media as it relates to branding
- Team player
- Drive results
- Cultivate Innovation
- Online reputation management
- Resilience
- Strong communication – both verbal & written and inter-personal skills
- Tact and a good sense of humor
- A passion for all things digital
- Hardworking and Extremely organized
- Self-motivated
Job Title: i-Shop Supervisor
Job ID: 42
Location: Lagos
Department: Customer Experience & Advocacy
Function: Customer Experience & Advocacy
Reporting to: Head, Customer Experience & Advocacy
Travel Frequency: Minimal
Purpose of the Job
Job ID: 42
Location: Lagos
Department: Customer Experience & Advocacy
Function: Customer Experience & Advocacy
Reporting to: Head, Customer Experience & Advocacy
Travel Frequency: Minimal
Purpose of the Job
- The i-Shop Supervisor will manage all i-shops (company owned retail and friendship outlets) prospects and customers to maximize customer acquisition and also help with customer retention.
Expected Key Results
- Customer Advocacy
- Customer Engagement
- Training
- Customer Retention
- Process Flow and documentation
- Reporting.
Educational Qualifications & Functional Skills
- Minimum 2.1/Upper Credit Bachelor’s Degree in business or social science related discipline.
Work Experience:
- 5 -7 Years cognate sales, customer service experience.
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.
Job Title: Customer Advocacy Centre Team Lead
Job ID: 43
Location: Lagos
Department: Customer Experience & Advocacy
Function: Supervise all activities of the Customer Advocacy Centre
Reporting to: Head, Customer Experience & Advocacy
Travel Frequency: Minimal
Purpose of the Job
Job ID: 43
Location: Lagos
Department: Customer Experience & Advocacy
Function: Supervise all activities of the Customer Advocacy Centre
Reporting to: Head, Customer Experience & Advocacy
Travel Frequency: Minimal
Purpose of the Job
- To supervise all activities of the Customer Advocacy Centre, to plan, direct and coordinate in the areas of support, incident, change and problem management.
Expected Key Results:
- Customer Satisfaction
- Quality Assurance Monitoring
- Implement Service Standards
- Advocate for Customers
- Service Delivery Performance Measurement
- Workforce Management
Educational Qualifications & Functional Skills
- Minimum 2.1/Upper Credit Bachelor’s Degree in Social Sciences.
Work Experience:
- Minimum of 5 years of varied experience in customer service with a proven record of driving customer experience improvement and increasing customer satisfaction.
- Teamwork – candidate will need to be a strong team player, who supports their colleagues and share their skills.
- Good interpersonal, work flow management and communications skills.
- Experience in similar roles within IT or Hospitality environment, preferably both.
- Excellent analytical skills and ability to own problems through to resolution as well as being able to analyse statistical data.
- Ability to demonstrate a mature understanding of key business needs.
- Excellent documentation and PowerPoint presentation skills.
- Good project and time management skills – Ability to work independently and manage one’s time.
- Verbal and written communication skills, problem solving skills, attention to detail and interpersonal skills.
- Knowledge of business and management principles involved in strategic planning and resource allocation.
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
Application Deadline 30th April, 2018.
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