VSAT Call Center Executive at eStream Networks Limited

e.Stream is a provider of broadband network infrastructure and connectivity solutions. We are dedicated in providing various services for commercial and public enterprise regardless of their size using Fiber, Satellite Technology and Radio Communication System.

We are recruiting to fill the position below:

Job Title: VSAT Call Center Executive

Location: Victoria Island, Lagos

Job purpose

• The Call Center Executive is responsible for handling customer issues and complaints via phone calls, emails and web notifications from customers in respect to concerns they may have with their service. This role also engages in planned routine customer outbound calling to solicit feedback on services in use by the customer and foster positive customer relationships.

Duties and responsibilities
Technical / Analysis and Problem Solving:

• Answer incoming phone calls, emails and web notifications from customers regarding concerns they may have with their service.
• Make regular, outbound phone calls to the customer base to prevent churn and under the supervision of the Service Manager.
• Sends reminder notifications to Customers on subscription renewal.
• Support customers in resolving their issues in a timely manner.
• Adhere to Policy and Procedures as established within the department and the company
• Escalate all unresolved customer complaints to Service Manager and follow through to resolution.

Customer Focus:

• Maintaining cordial relationship with dealers and customers
• Ability to deal with customers and resolve issues in a positive way
• Excellent communication skill
• Time management skill

Interpersonal, Relationship Management & Collaboration:

• Prompt resolution of customer’s complaints and queries by liaising with appropriate unit.

Requirements
Education & Work Experience:

• HND, BSc holder with above average communication skills.
• Exceptional interpersonal skills and a strong understanding of customer orientation
• Demonstrated customer service skills and multi-tasking skills essential
• Works as a team member as well as an individual.
• Ability to multi-task
• Relevant Professional Certificate will be an added advantage (NIPR, NIM)

Competency, Skills & Certifications:

• Negotiation Skills.
• Good interpersonal Skills.
• Customer Oriented Skills.
• Computer Skills

KPIs:

• To resolve customer’s complain and queries.
• Assist to improve customer retention to 95% monthly.
• KYC upload on the KA band VSAT CRM.
• Answer incoming telephone calls, emails and web notifications from customers regarding concerns they may have with their service.
• Make regular, outbound phone calls to existing customer to prevent customer churn
• Support customers in resolving their issues in a timely manner
• Adhere to Policy and Procedures as established within the department and the company

Working conditions

• The incumbent may be required to sit in cold (air conditioned) rooms for a long time.
• The incumbent may be required to travel out of station occasionally.

Physical requirements:

• This position does not require any physically demanding task. However, the incumbent Band should be physically fit to withstand the both physical and mental demands.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online

Note: Only qualified candidates will be shortlisted.