Corporate Customer Care Officer at IPNX Nigeria Limited

IPNX Nigeria limited is one of the fastest growing information and communications technological companies, serving a multitude of needs across enterprises, small businesses and residents with innovative, world class services.

We are recruiting to fill the position below:

Job Title: Corporate Customer Care Officer

Location: Lagos
Employment Type: Full-time
Department: Customer Care
Function: Customer Advocacy
Job Grade: Permanent
Reporting to: Head, Corporate Customer Care
Travel Frequency: Occasionally
Work Schedule: Monday to Friday 8AM to 5PM

Purpose of the Job (Brief)

• The Corporate Customer Care role will manage /develop client relationships with existing and new clients - by ensuring customers are satisfied through consistent advocacy resulting in profits for the organization. To deliver key service outcomes for ipNX’s customers in the B2B environment. To build rapport by interacting with customers via multiple channels i.e. Telephone, Email, Online Correspondence etc. and providing solutions that not only meet expectations but surpass them. Deliverables (Maximum 5-6 key responsibilities)

Expected Key Results (Detailed KPIs)
Key Activities:
Execute Strategy for Customer Care:

• Manage assigned cases in line with customer expectations and departmental SLAs and KPIs
  • Head, Corporate Customer Care
  • Corporate Customer Care Officer
  • Corporate Customer Care Associate
• Ensure close liaison with customers, providing updates and or appropriate action to resolve queries
• Identify and escalate to Head, Corporate Customer Care situations requiring urgent attention
• Carry out IPNX's customer care strategy and proposition deliverables to deliver and sustain a world-class customer care to corporate clients
• Implement and proffer strategies useful in improving customer relationship, retention, profitability, loyalty, and satisfaction
• Manage Customer Care processes and all other documentations.
• Customer Engagement and Retention
• Effective customer engagement and proactively identify At Risk customers.
• Customer visitations i.e. attend service review meetings etc.
• Handling outbound calls and logging, updating and creating tasks for customer queries and cases as required using corporate ticketing system.
• Manage the activities of digital support platform.

Customer Satisfaction:

• Through daily support activities, strive for a high degree of customer satisfaction resulting in a positive Net Promoter Score (NPS) for ipNX Services.
• Handle Corporate customer feedback in accordance with the ipNX complaints procedure and updating relevant stakeholders
• Ensure appropriate management of records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Customer Advocacy
• Maintain constant and effective communication with customers while advocating on their behalf.
• Develop strong working relationships and increase engagement/collaboration with colleagues across the ipNX Support chain.
• Galvanize the Support group to consistently provide support and updates on customers’ issues.
• Ensure adherence to fault resolutions in accordance with agreed SLAs.
• Outage/Maintenance Notification (Email & SMS).

Customer Acquisition:

• Oversee business enquiry management to drive company revenue in a profitable manner.
• Teamwork and Performance
• Ensure that responses to customer inquiries and problem-solving are conducted in a professional and effective fashion.
• Develop strong working relationships and increase engagement/collaboration with colleagues across the ipNX Support chain.
• Liaise with the relevant team for any issues with customers’ orders and be aware of individual and department's weekly targets.

Reporting:

• Preparation of reports (daily, weekly, and monthly)
• Any other duties assigned by manager
• Carrying out any other tasks as may be assigned by the line manager.

Demonstrate (Key competencies)

Educational Qualifications & Functional Skills

• Minimum of Second Class Lower in Social/Management Sciences courses or related fields.
• Professional qualifications from the recognized professional boards will be added advantage
• Professional telephone manners
• Ability to work in a team to sustain relationships and build rapport
• Able to conduct initial troubleshooting and diagnostics on all enquiries
• Have an understanding and interest in communication methods and what each can provide
• Ability to assimilate information and respond accordingly
• Able to work and learn quickly in a fast-paced, fun, and dynamic environment
• Highly organized and able to follow through and prioritize tasks
• Excellent written and verbal communication in English
• Demonstrated passion for our mission, values, and customers
• Ability to build successful relationships at all levels
• Excellent analytical and quantitative skills; ability to use hard data and metrics to back up assumptions and develop business cases
• Have an entrepreneurial spirit
• Ability to demonstrate an understanding of customer needs
• Excellent documentation with intermediate Excel and PowerPoint presentation skills
• Good project and time management skills - Ability to work independently and manage one’s time
• Verbal and written communication skills, problem-solving skills, attention to detail, and interpersonal skills

Work Experience:

• A minimum of 2-3 years of relevant experience
• Experience in similar roles within IT or Hospitality environment, preferably both
• Finding solutions for customers and advising them on our services
• Previous experience in Customer Success, Management Consulting, Account Management, or any other client-facing role
• Experience in using analytical skills to own problems through to resolution as well as being able to analyze statistical data
• Experience in finding solutions for customers and advising them on our services
• Experience of managing effective customer consultation, including using social media tools in business

Other Requirements:

• Customer Focus
• Tech-savvy
• Action orientation
• Drive results
• Cultivate Innovation
• Ability to optimize work processes
• Resilience
• Self-Development
• Nimble Learning

Application Closing Date
1st April, 2024.