Team Lead - Customer Service Supervisor at Ascentech Services Limited

Ascentech Services Limited is a full-fledged Human Resource Solution Provider incorporated in 2013 with its Head Office in Lagos, Nigeria. We are committed to forging long-term partnerships with our clients by creating and delivering robust and flexible services that address the changing needs of their business.

We are recruiting to fill the position below:

Job Title: Team Lead - Customer Service Supervisor

Location: Abuja
Employment Type: Full-time

Job Responsibilities

• Give constant direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible to give them satisfaction.
• Create better modes of operations to make customer service easier for both team members and customers.
• Make provision for a change of mode of operation when the existing one isn’t yielding maximum results.
• Give detailed statistical feedback on performance of team members to the management for staff evaluation and reward purposes.
• Observe performance of team members to identify their strengths and weaknesses and make arrangements to strengthen their lose ends. Also, take disciplinary measures against any team members whom is found wanting.

Requirements: Knowledge, Skills, and Abilities

• Candidates should possess a Bachelor's Degree qualification.
• He should be a male candidate with at least 10 years of Experience
• Daily Payment Tracking of Home Fiber customers (FTTH)
• Preparation of daily payment collection report for Home Fiber customers (FTTH) to account department
• Creation of account and assigning of static ip address to newly installed Home Fiber customers(FTTH) on 24 online CRM
• Responding to Home Fiber Customer(FTTH)complaints and queries via Phone, Email, Whatsapp Chat
• Escalation of Home Fiber customers (FTTH) complaints to technical team by raising ticket and following up with resolution
• Daily Manual preparation of subscription renewal invoice for individual Home Fiber customers (FTTH)
• Preparation and publishing of daily/weekly revenue report for Home Fiber (FTTH) customers to management.
• Daily Preparation of Proforma Invoice /Quotation for prospective Home Fiber (FTTH), Fiber on Air (WTTH) on request from Sales Team or HOD.
• Daily Follow up and Single point of Contact to all Home Fiber customers(FTTH)
• Performing first level troubleshooting on WTTH customer’s complaint
• Rendering technical support to field technical engineers (FTTH)
• Preparation of Fixed Line Channel Partner (Ladorite systems ltd, Nedum Gaint Ltd) commission report for WTTH dealer in Abuja
• Preparation of Fixed Line facility managers commission report for FTTH facility managers in Lagos
• Preparation and application of advance rental scheme for upfront subscription payment for Home Fiber (FTTH) customers.
• Experience in Telecom/ISP.

Application Closing Date
15th June, 2021.