Graduate Corporate Support Agents at TTC Mobile Limited- Lagos

TTC Mobile Limited - Our client is a leading Internet Service Provider with head office in Victoria Island, Lagos and branches across Nigeria.

As a result of business expansion, the position below is available for suitable qualified candidates:

Job Title: Corporate Support Agent

Location: Lagos

Job Responsibilities

• Perform all functions of a corporate support agent.
• Follow –up on all unresolved complaint, with view to resolving such.
• Manage the affairs of the corporate support center (agents and complaint).
• Attend and participate in company Quality Assurance and Compliance in-service/training programs on an ongoing basis.
• Incident management: receives, log and take ownership of all faults.
• Responds to and provides timely, complete and accurate resolution to customer inquiries via email, phone or web calls.
• Ensures initial call assessment, resolution (if possible) or escalation to the appropriate technical group.
• Manage Service request lifecycle: receive, log and take ownership of all general Service Requests and progress to resolution.
• Liaison with clients on updates of progress on Service Requests and Incidents reports ensuring they are kept up to date.
• Dissemination of information regarding network faulty condition, causes, planned outage period for repair/preventive maintenance.
• Execute customers’ transactions in line with customer care methods and procedures to ensure that customers receive the best service possible while processing requests and concerns.
• Real-time Network status monitoring and escalation based on SLAs, Coordinates with other teams as may be necessary to resolve customer issues within the contracted SLAs.
• Manage various software systems, track customer requests and concerns and issue resolution.
• Maintain accurate updates to the knowledge management database.
• Produce periodic error-free service reports in order to inform both management and external clients of service levels achieved and areas of service improvement required.
• Work with other groups to provide a well managed service keeping abreast all related fault and new business arrangements enabling excellent customized support.
• Perform Clients Relationship Management and secure customer satisfaction in every interaction in a professional manner.
• Work as part of the Business Front Office, supporting an environment of excellent customer service, by responding to faults and provisioning enquiries.
• Proactive monitoring of all client owned & installed network elements in corporate customers’ premises.
• Identify, document and alert supervisor of trends in customer calls.
• Contribute to a continuous maintenance and optimization of processes and procedures.

Job Specification

• Academic and Professional: A University degree in the Applied Sciences.
• 1 - 2 years experience in telecommunication service provisioning with emphasis on customer liaison.
• Experience: Customer Relations, Technical, Human Relations (Any other Human Related) in Telecoms company/ISP Company.

Competence:

• Customer Relationship Management techniques.
• Service Level Management.
• Good Business Communication Skills.
• Good knowledge of I.T & Telecomms Industry.
• Proficient use of computer and related applications
• Excellent telephony skills with the ability to listen, question and explain.
• Troubleshooting skills.
• Basic Telecommunication concepts, principles and systems.
• Best Practices in Customer Care/Customer Relationship Management.
• Good understanding of the company’s network.
• Good understanding of knowledge of software used by Customer Care

Application Closing Date
Not Specified.

Method of Application
Interested and qualified candidates should send their CV's to: vacancy@ttcmobileworld.com

Note: Shortlisted applicants will be contacted for interview as soon as possible.