Job Overview
We expect you to take an active role in every facet of the customer's journey. This means you work with a cross-functional team and will be involved in client service and administrative support from beginning to end.
As a part of the team, you will also be expected to collaborate with the technical and account management teams in delivering excellent customer experience.
Responsibilities
* Respond to all customer enquiries via email, skype, phone, live chat, social media and other platforms
* Set up and troubleshoot VPNs
Monitor servers and report inconsistencies
* Act as intermediary between clients and network operators – SenderID approvals, message escalations, etc.
* Escalate thorny issues to the technical support team for fast resolution
* Follow up with members of the technical support team on behalf of customers
* Follow up with customers to assure them that their issue is being resolved
* Upload DND and ported numbers
Generate service reports and make recommendations to improve client service experiences
Person Specification
* BA/BS degree
* Previous experience of working in a Customer Support/Experience capacity
* Experience working within a startup and other high-pressure environments.
* Technology background is advantageous
* Excellent understanding of customer experience management.
* Ability to work in a fast-changing environment, with an entrepreneurial approach.
* Developed written and oral communication skills and effective interpersonal skills.
* A data-driven approach to problem solving
* Strong quantitative skills
* Comfortable tackling broad-reaching and ambiguous questions
* The ability to communicate and work collaboratively and cross-functionally with team members of all levels.
Salary
Competitive
Monthly based
Location
Lagos, Lagos State, Nigeria
Lagos, Lagos State, Nigeria