Billing Support Officer at ipNX Nigeria Limited

ipNX is one of Nigeria’s fastest growing Information and Communications Technology companies, serving a multitude of needs across enterprises, small businesses and residents with innovative, world-class services. Our ability to identify, satisfy and exceed today’s market needs is a testament to over a decade of experience, our commitment, drive and passion realized through highly skilled and well seasoned professionals.

We are recruiting to fill the position below:

Job Title: Billing Support Officer

Location: Lagos
Employment Type: Contract

Job Summary

• The Billing Support Officer deals with customers' complaints via telephone and emails.
• They are required to handle a variety of functions, including end-to-end resolution of billing issues.
• Officers make an important contribution to customer satisfaction by providing a prompt, efficient, and courteous service to callers.

Responsibilities

• Ensure customer satisfaction at every contact via phone on all billing issues/enquiries.
• Excellent listening, questioning, and communication skills.
• Adhere to telephone etiquette.
• Inform customers by explaining procedures, answering questions, and providing information and feedback.
• Ensure a prompt response to inbound calls.
• Must be clear, direct, and not vague in their communication with customers.
• Manage large amounts of inbound and/or outbound calls in a timely manner.
• Meet personal/team qualitative and quantitative call targets.
• Follow communication scripts when handling different billing topics.
• Identify customers’ needs, clarify information, and provide solutions and/or alternatives.
• Ensure prompt and accurate response to tickets.
• Provide excellent customer service in such a way that we can retain customers.
• Must be the voice of the customer.
• Ensure that the call abandonment rate is less than 10%.
• Maintain a call completion rate of 90%.
• Ensure that inbound calls are picked before the third ring.
• Must promptly escalate issues that they cannot handle to their supervisor.
• Must avoid keeping the customer waiting on a call.
• Identify and escalate priority issues observed.

Qualifications / Experience / Skills
Minimum Requirements:

• HND / B.Sc in any Discipline
• Minimum Experience: 6 months experience in a contact center

Experience in:

• Customer Relations
• Sales
• Marketing
• Human Relations

Skills:

• Customer focus
• Tech-savvy
• Action-oriented
• Drive results
• Cultivate innovation
• Ability to optimize work processes
• Resilience
• Self-development
• Ability to set priorities and manage time effectively
• Good oral and written communication
• Team player
• Nimble learning
• Computer literacy
• Familiarity with CRM systems and practices
• Telephone etiquette
• Strong phone, verbal, and written communication skills along with active listening
• Knowledge of Microsoft Office (Excel, PowerPoint, Word, etc.).

Application Closing Date
18th September, 2024.