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    Customer Care Officer - Lagos, Nigeria - Bella Recruiter For ipNX

    Bella Recruiter For ipNX
    Bella Recruiter For ipNX Lagos, Nigeria

    1 day ago

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    Description

    Function:
    Customer Advocacy


    Reporting to:
    Head, Corporate Customer Care


    Location:
    Lagos


    Travel Frequency:
    Rarely

    Purpose of the Job


    The Corporate Customer Care role will manage /develop client relationships with existing and new clients by ensuring customers are satisfied through consistent advocacy resulting in profits for the organization.

    To deliver key service outcomes for ipNX's customers in the B2B environment. To build rapport by interacting with customers via multiple channels i.e. Telephone, Email, Online Correspondence etc. and providing solutions that not only meet expectations but surpass them.

    Expected Key Results

    Execute Strategy for Customer Care.
    Customer Engagement and Retention
    Customer Satisfaction
    Customer Advocacy
    Customer Acquisition
    Reporting


    Educational Qualifications & Functional Skills:
    Minimum of Second Class Lower in Social/Management Sciences courses or related fields.
    Professional qualifications from the recognized professional boards, will be added advantage
    Professional telephone manners
    Ability to work in a team to sustain relationships and build rapport
    Able to conduct initial troubleshooting and diagnostics on all enquiries
    Have an understanding and interest in communication methods and what each can provide
    Ability to assimilate information and respond accordingly
    Able to work and learn quickly in a fast paced, fun and dynamic environment
    Highly organized and able to follow through and prioritize tasks
    Excellent written and verbal communication in English
    Demonstrated passion for our mission, values and customers
    Ability to build successful relationships at all levels
    Excellent analytical and quantitative skills; ability to use hard data and metrics to back up assumptions and develop business cases
    Have an entrepreneurial spirit
    Ability to demonstrate an understanding of customer needs
    Excellent documentation with intermediate Excel 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


    Work Experience:
    A minimum of 2-3 years of relevant experience
    Experience in similar roles within IT or Hospitality environment, preferably both
    Finding solutions for customers and advising them on our services
    Previous experience in Customer Success,
    Management Consulting, Account Management or any other client-facing role
    Experience in using analytical skills to own problems through to resolution as well as being able to analyse statistical data
    Experience in finding solutions for customers and advising them on our services
    Experience of managing effective customer consultation including using social media tools in business.
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