Customer Service Analyst at a Telecommunications and Information Technology Company - Fadac Resources and Services Limited

Fadac Resources and Services Limited - Our client is a Telecommunications and Information Technology company revolutionizing broadband access and solutions in emerging markets. They are engineers and problem-solvers working diligently to provide affordable, accessible, reliable broadband and technology solutions that cater to homes and businesses.

Due to expansion, they are recruiting to fill the position below:

Job Title: Customer Service Analyst

Location: Lagos
Employment Type: Full-time

Job Description

• Develop and implement initiatives to improve customer services.
• Analyze and summarize customer issues in order to prepare appropriate solutions/clarifications to respond to customers.
• Evaluate and prioritize customer inquiries to better serve the customers.
• Deliver prompt and professional solutions for customer inquires via phone, email, online chat etc.
• Maintain history records and related problem documentations for future reference.
• Maintain relationships with other internal departments as well as client base to improve business performance.
• Conduct training to customers and internal staffs on company products and services.
• Identify training needs and develop training programs for customer service staff
• Address customers in a professional and respectful manner.
• Maintain the internal and external customer databases.
• Analyze customer issues to develop tools and processes to increase customer satisfaction.
• Maintain up-to-date knowledge on customer business areas.
• Maintain broad knowledge about company’s products and services.
• Analyze customer service data to identify trends and areas for improvement.
• Develop and maintain reports on customer service performance.

Job Requirements

• Bachelor's Degree in Business, Marketing, or a related field.
• 1-2 years experience as a Customer Service Analyst in IT services industry.
• Strong analytical skills and attention to detail.
• Excellent communication and interpersonal skills.
• Proficiency in data analysis and reporting tools.
• Experience with customer service software and CRM systems.
• Ability to work independently and as part of a team.
• Strong presentation skills.
• Proficiency in Microsoft Office Suite.

Application Closing Date
10th July, 2024.