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: Retention Officer
Location: Lagos
Purpose of the Job (Brief)
- The customer retention agent is responsible for engaging customers to obtain feedback on service and understand their behavior (lifestyle, preferences etc.) and to win back lost customers.
Responsibilities
- Identifying inactive subscribers and get them active on the network.
- Identify and monitor unique customer trends and escalate.
- Engage active customer to proactively identify unique customer issues and solve.
- Ensure all customer feedback/complaints are documented, escalated to appropriate unit and also follow up till Head CEA Customer Retention Supervisor Retention Agent resolution.
- Track /update and close all tickets on OTRS.
- Process compensation, reimbursement, waivers and refunds for customers.
- Maintain constant and effective communication with retail customers through surveys.
- Identify and monitor unique customer trends and escalate.
- Ensure all complaints are resolved.
- Process request in timely manner and send updates to customers.
- Effectively identifying and dealing with customer dissatisfaction.
Educational Qualifications & Experience
- Minimum Requirements: HND / B.Sc in any discipline.
- Minimum Experience: 1-2 years’ experience in customer care
Work Experience:
- Customer Relations, Sales, Marketing, Human Relations (Any other Human Related) in Telecoms company.
Deadline: 30th June, 2022.
How to Apply
Interested and qualified candidates should forward their CV to: resume@ipnxnigeria.net using the Position as the subject of the email.
Leave a Reply