Overview

Beckley Consulting Limited is a company with a special focus on the provision of professional support services for Micro, Small and Medium Enterprises (MSMEs). We also provide and manage out-sourced labour, temporary or permanent, semi-skilled or skilled, for small and big organizations.

Job Position: Customer Care Executive

Job Location: Lekki, Lagos

Job Responsibilities

  1. Attend to Customer’s Issues & resolve them in a timely & efficient manner.
  2. Coordination with Support Teams and ensuring customer issues are resolved efficiently and effectively.
  3. Raising, following up and closure Trouble Tickets
  4. Dispatch Invoices to Enterprise & Retail Customers as per the laid down process.
  5. Follow up for collections through timely reminders to Enterprise & Retail Customers,
  6. Ensuring Collections of receivables is achieved as per the set targets.
  7. Service & MTTR Improvement Plans
  8. Identify and assess customers’ needs to achieve satisfaction.
  9. Build sustainable relationships and trust with customer accounts through open and interactive communication.
  10. Generate Sales Leads

Key Relationships

  1. HOD/CIO/MD of TecPoint Global Solutions
  2. HOD Business Development Department
  3. HOD Customer Care Department
  4. HOD Project Management Department
  5. Customers of TecPoint Global Solutions
  6. Vendors & Partners of TecPoint Global Solutions

Job Requirements

  1. Graduates in Marketing, Science, Business Administration or any other discipline may also apply
  2. NYSC Certified
  3. Must have 1 – 3 years of experience in a Telecommunications Company or Internet Service Provider with a fair knowledge of Internet Leased Lines, Leased Line, Home Broadband, FTTH, FTTX, VoIP, IPTV and Telecommunications Operations.

Required Skills:

  1. Fair Knowledge of Telecom Technologies
  2. Internet Bandwidth & Leased Circuits
  3. Innovative Solutions & Internet of Things (IoT)
  4. Internet Broadband

Soft Skills and Characteristics

  1. Strong organizational skills
  2. Self-motivated and detail-oriented
  3. Quick to collaborate and coordinate with team members when necessary
  4. Prior experience working with Telecommunication Customer Care Department
  5. Strong math and critical reasoning skills
  6. Customer Relationship Management
  7. Integrity & Honesty
  8. Team Player
  9. Interpersonal Skills
  10. Resourcefulness & Result Oriented approach
  11. Customer Oriented Approach
  12. Strong Oral & Written Communication
  13. Comprehensive knowledge of telecom products, services, and plans.
  14. Understanding of telecommunication networks, technologies, and equipment.
  15. Familiarity with billing processes and account management in the telecom industry.
  16. Knowledge of customer service principles and practices.
  17. Proficiency in using customer support software and tools.

Key Measures

  1. MTTR
  2. Network Uptime
  3. Customer Satisfaction Score (CSAT)
  4. Total Tickets & Closed Tickets per customer
  5. First Response Time (FRT)
  6. First Contact Resolution (FCR).

Salary
N900,000 to N1,200,000 Per Annum plus other benefits

Application Deadline
14th, August, 2023.

How to Apply
Interested and qualified candidates should forward their CV to: recruitment@beckleyconsulting.com using the Position as the subject of the email.

Tagged as: Customer Service