Customer Care Executive Job at Hoop Telecoms Limited

Hoop Telecoms Limited was established in 2017 as a full Telecommunications Service provider. Since its formation, Hoop Telecoms has been growing rapidly and is emerging as a leading provider of telecommunication and business solutions. Our goal is to be the telecom company of choice for voice, video, and data for consumers in Nigeria, West Africa, Africa, and globally. Simply put; our vision is global.

We are recruiting to fill the position below:

Job Position: Customer Care Executive

Job Location: Lagos
Employment Type: Full time

Specific Tasks

• Receive in-bound calls from existing and prospective customers and also return customer calls promptly;
• Intelligently pick out customer need, quickly process it and provide satisfactory solution to them;
• Work with other relevant Units and Departments to promptly and professionally attend to customer concerns;
• Maintain excellent record of customer calls, requests, complaints and intervention by the Company;
• Study customer behaviour in order to understand their pull and push factors, and advise the Company;
• Prepare and submit to your HoU/HoD a daily report;
• Build and maintain a healthy relationship with the customer;
• Monitor the call center phone module server and customer bandwidth usage on PRTG;
• Resolve non-technical customer issues, as well as first level technical support/resolution of customer link-related issues;
• Escalate to your Head of Unit (HoU) or the technical department (where necessary), any customer request;
• Follow up with customers post resolution to ensure that they are satisfied with the Company’s intervention;
• Proactively follow up with customer on the performance of the link;
• Discharge your duties professionally and ethically

Competencies

• Ability to convey information clearly and in a succinct and organized manner through written and verbal means;
• Inter-personal skills with the ability to keep customers informed of progress or setbacks in projects of relevance to timeline and quality;
• Ability to resolve challenges with minimal directions or to recommend and explain solutions and alternatives for approval;
• Ability to communicate fluently with the English Language and to speak with a pleasant and clear voice;
• Ability to utilize the code of ethics/conduct in order to manage self, others and information;
• Ability to listen attentively to details;
• Excellent telephone etiquette;
• Ability to break down problems and processes into key parts to identify and solve gaps in service, performance targets and quality assurance;
• Ability to respect chain of command in an appropriate manner;
• Excellent knowledge of the Company’s products and services, and possession of required technical capacity in order to handle first level support; and
• Ability to establish and sustain healthy relationship and to cordially interact with all stakeholders.

Method of Application
Interested and qualified candidates should send their CV to: hr@hooptelecoms.com using the Job Position as the subject of the mail.