Apply Now- Job Vacancy for Graduates in an Internet Service Provider Company

Lorache Group – Our client, an Internet Service Provider/ICT with coverage across the country, is recruiting suitably qualified candidates to fill the positions below:

 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: 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: 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
• Relevant Industry Experience,