Customer Experience Onboarding Specialist Job at FiberOne

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 Position: Customer Experience Onboarding Specialist
Job Location: Lagos
Employment Type: Full-time

About the Job

• Are you a natural leader with a passion for delivering exceptional customer experiences?
• Do you excel in onboarding new customers and thrive in a team-oriented environment?
• We have an exciting opportunity for a talented individual like you to join our team as a Customer Experience Onboarding Team Lead.

Responsibilities

• Lead and manage a team of customer experience/onboarding specialists, providing guidance, coaching, and mentorship to ensure their success.
• Collaborate with cross-functional teams to develop and implement effective customer onboarding strategies and processes.
• Develop and maintain comprehensive training programs for new team members, ensuring they are equipped with the necessary skills and knowledge.
• Analyze customer feedback and data to identify areas for improvement in the onboarding process and implement necessary changes.
• Act as a subject matter expert, providing expert guidance and support to team members and customers regarding complex onboarding matters.
• Ensure exceptional customer service delivery by monitoring team performance, resolving escalated customer issues, and providing timely feedback.
• Manage inbound customer communications – Answer incoming calls and emails to address customer questions, requests and issues.
• Track interactions in CRM – Record customers interactions in internal system for cross-functional awareness and relationship development.
• Collaborate with the management team to set performance goals and metrics, tracking team performance and implementing improvement plans as needed.
• Stay updated on industry trends and best practices in customer service and onboarding, proactively bringing new ideas and solutions to enhance the team's performance.
• Foster a positive and inclusive team environment, promoting teamwork, open communication, and a customer-centric mindset.

Qualifications

• Bachelor's Degree in Marketing, Communications, Advertising, Business Management, or a related field preferred.
• 3-5 years of experience as a customer experience specialist or in a similar customer support role.
• Extensive experience in gathering and interpreting customer experience information.
• Solid knowledge of online customer engagement platforms and channels.
• Proficiency in MS Office, as well as CX and CRM software.
• Exceptional interpersonal skills and a client-centered approach.
• Great organizational and time management abilities.
• Superb communication, collaboration, and problem-solving skills.

Method of Application
Interested and qualified candidates should send their resume to: careers@fob.ng using the Job Posiiton as the subject of the mail.

Note: Only qualified candidates will be contacted.