Estate Operations Management Associate at FiberOne Broadband (FOB) Limited

FiberOne is the largest Fiber to the Home (FTTH) premium broadband provider in Nigeria. We deliver excellent Fiber internet services across homes and offices with a triple-play service comprising broadband, voice, and video. Our cutting-edge technology can guarantee low latency and optimal speed.

As pacesetters, FiberOne has consistently deployed high-end ultramodern technology to serve the rapidly emerging digital environment of netizens in Nigeria. Over the past 7 years, we have focused on nurturing the relationship we have with our customers.We are constantly discovering innovative ways to create more value and meet the needs of our customers. We understand the peculiarities of different types of business needs and can offer bespoke services tailored to your request.

We are recruiting to fill the position below:

Job Title: Estate Operations Management Associate

Location: Lagos
Employment Type: Contract

Job Summary

• Manage engagement on WhatsApp channels, and drive resolution of all cases received through the channel.
• Maintain a daily/weekly/monthly etc reports of WhatsApp affairs, and proactively create and monitor tickets for all triggered and escalated cases.

Responsibilities

• 100% comms sent to all estates affected by outages.
• Maintain 15 mins SLA of Outage Notification from ALERT is communicated.
• Proactively give customers feedback.
• NPS score of +15 by year end
• Drive and ensure prompt resolution of Cases/Support
• CSAT score of 60% by Year end for all estate customers.
• Adherence to all required Daily, Weekly, Monthly etc reports.
• Track updates of all escalated cases.
• CES score of 60% Year end.
• Achievement of the monthly Target.
• NPS score of +15 by year end
• CSAT score of 60% by Year end for all estate customers.

Qualification / Experience

• Graduate with at least 1-2 years’ experience.
• Completed NYSC.
• Telecoms and/or Finance sector is desirable.
• Customer service/experience (Front line, Retail shops or Contact enter) highly desirable.

Skills:

• Exceptional Communication and Interpersonal skills.
• Exceptional reporting and task follow up skills.
• Ability to multi-task.
• Proactive approach to tasks

Application Closing Date
22nd August, 2024.