Customer Care Executive Job at Beckley Consulting Limited

Beckley Consulting Limited is a company with a special focus on the provision of professional support services for Micro, Small and Medium Enterprises (MSMEs). We also provide and manage out-sourced labour, temporary or permanent, semi-skilled or skilled, for small and big organizations.

We are recruiting to fill the position below:

Job Position: Customer Care Executive

Job Location: Lekki, Lagos
Employment Type: Full-time

Key Responsibilities


  • Attend to Customer’s Issues & resolve them in a timely & efficient manner.
  • Coordination with Support Teams and ensuring customerissues are resolved efficiently and effectively.
  • Ensuring Collections of receivables is achieved as per the set targets.
  • Service & MTTR Improvement Plans
  • Identify and assess customers' needs to achieve satisfaction.
  • Raising, following up and closure Trouble Tickets
  • Dispatch Invoices to Enterprise & Retail Customers as per the laid down process.
  • Follow up for collections through timely reminders to Enterprise & Retail Customers,
  • Build sustainable relationships and trust with customer accounts through open and interactive communication.
  • Generate Sales Leads

Key Relationships

  • HOD/CIO/MD of TecPoint Global Solutions
  • HOD Business Development Department
  • HOD Customer Care Department
  • HOD Project Management Department
  • Customers of TecPoint Global Solutions
  • Vendors & Partners of TecPoint Global Solutions

Requirements

  • Graduates in Marketing, Science, Business Administration or any other discipline may also apply
  • NYSC Certified
  • Must have 1 - 3 years of experience in a Telecommunications Company or Internet Service Provider with a fair knowledge of Internet Leased Line, Leased Line, Home Broadband, FTTH, FTTX, VoIP, IPTV and Telecommunications Operations.

Required Skills:

  • Fair Knowledge of Telecom Technologies
  • Internet Bandwidth & Leased Circuits
  • Innovative Solutions & Internet of Things (IoT)
  • Internet Broadband

Soft Skills and Characteristics

  • Strong organizational skills
  • Self-motivated and detail-oriented
  • Quick to collaborate and coordinate with team members when necessary
  • Prior experience working with Telecommunication Customer Care Department
  • Strong math and critical reasoning skills
  • Customer Relationship Management
  • Integrity & Honesty
  • Strong Oral & Written Communication
  • Comprehensive knowledge of telecom products, services, and plans.
  • Understanding of telecommunication networks, technologies, and equipment.
  • Familiarity with billing processes and account management in the telecom industry.
  • Knowledge of customer service principles and practices.
  • Team Player
  • Interpersonal Skills
  • Resourcefulness & Result Oriented approach
  • Customer Oriented Approach
  • Proficiency in using customer support software and tools.

Key Measures

  • MTTR
  • Network Uptime
  • Customer Satisfaction Score (CSAT)
  • Total Tickets & Closed Tickets per customer
  • First Response Time (FRT)
  • First Contact Resolution (FCR)

Salary
N100,000 / Month.

Method of Application
Interested and qualified candidates should forward their CV to: recruitment@beckleyconsulting.com using the Job Position as the subject of the email.



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