Customer Relationship Officer (Internet Service Provider)

Alfred & Victoria Associates is one of Nigeria’s leading ICT solution based company. Our company offers a wide range of services which are in high demand of today’s emerging market. AVA has three major arms which have been streamlined to meet our customer's needs.

We are recruiting to fill the position below:

Job Position: Customer Relationship Officer (Internet Service Provider)
Job Location: Lekki, Lagos

Duties and Responsibilities

• Provide optimum customer relationship as required to maintain and enhance existing business, resulting in repeat business, and preventing customer churn.
• Escalation of all clients payment issues to assigned Sales Representatives for follow up in a timely manner
• Follow up on all clients WHT remittance, collection of Credit Notes for remitted WHT from clients and internet subscription on a monthly basis.
• Improve the overall customer relationship, delivering reliable administrative support and customer service.
• Schedule and conclude status meetings with appropriate development resources and customers.
• Provide proper account reconciliation and credit notes to customers for the downtime experienced.
• Maintain complete and accurate customer correspondence data.
• Assist sales team in business acquisitions, planning, retention and management.
• Develop and update client-related reports.
• Identify and reports on continuing problems in an effort to minimize future negative customer impact.
• Proactively follow up with disconnected clients to get their links reconnected and resolve issues.
• Manage customer portfolio to maximize relationship-building opportunities.
• Run periodic customer satisfaction surveys.

Specializations:

• Client Relationship Management,
• Retention,
• Revenue Collection
• Account Reconciliation.

Qualifications & Experience

• BSc / HND in any related field or equivalent.
• 4+ years' Client Relationship experience. Preferably in an Internet Solution Provider client-facing environment while being professional and Customer focused.
• Stays calm under stress and is proactive in problem-solving.
• Tactful, courteous, and possess the ability to build a profitable relationship with Clients.
• Active listener, articulate speaker, and adaptable to client peculiarity.
• Great telephone etiquette; ability to hold a decent conversation over the phone, process information received from clients and give accurate responses to clients.
• Ability to function in a multi-tasking environment.
• 3+ years PC experience using electronic messaging systems (emailing, texting and chatting), office productivity software (such as Excel, Word processing, Microsoft Outlook and internet surfing).

Skills and Specifications:

• Fluency in English; excellent communication (Oral & Written) skills, interpersonal skills and superb listening skills.
• Knowledge of account management and relationship building process; Prior experience in the business development process will be an advantage.
• Must meet strict deadlines.
• Ability to type fast, receiving and sending large email correspondence to clients.
• Ability to make a large number of calls and receive same from clients.
• Excellent knowledge of basic accounting principles; account reconciliation, Taxation (Withholding Tax & Value Added Tax application) and aggressively following up on client’s debts/revenue collection.
• Good knowledge of invoicing and preparation of credit notes for clients.

Salary

• Very Attractive.

Method of Application
Interested and qualified candidates should send their tailored CV to: recruitment@alfred-victoria.com using the Job position as the subject of the email.

Note: Any application received after the deadline will be automatically rejected.