Customer Service Representative (Telecom) Job 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 Position: Customer Service Representative (Telecom)

Job Location: Lagos
Employment Type: Full-time

Job Description

  • The Call Center agent deals with customers via telephone, Internet, e-mail, and instant messaging.
  • Handle functions including customer advocacy, technical support, cross-selling, up-selling, and customer contact.
  • Provide prompt, efficient, and courteous service to callers, contributing to customer satisfaction.


  • Follow up on unresolved complaints.
  • Ensure customer satisfaction.
  • Inform customers by explaining procedures, answering questions, providing information, and feedback.
  • Follow communication scripts when handling different topics.
  • Identify customer needs, clarify information, research every issue, and provide solutions and/or alternatives.
  • Seize opportunities to upsell and cross-sell.
  • Possess excellent listening, questioning, and communication skills.
  • Demonstrate excellent E-mail writing skills.
  • Adhere to telephone etiquette.
  • Build sustainable relationships and engage customers by going the extra mile.
  • Ensure prompt response to emails.
  • Ensure OTRS data accuracy and consistency.
  • Ensure responses are consistent with the contents of the email (Enquiry, feedback, or complaint).
  • Ensure prompt response to in-bound calls.
  • Monitor customer call frequency.
  • Maintain clear, direct, and non-vague communication with customers (Calls and Emails).
  • Be the voice of the Customer.
  • Manage large amounts of inbound and/or outbound calls in a timely manner.
  • Meet personal/team qualitative and quantitative call targets.
  • Provide excellent customer service to retain customers.
  • Compile complaint calls and log.
  • Ensure Call abandonment rate is less than 10%.
  • Maintain a call completion rate of 90%.
  • Ensure in-bound calls are picked before the third ring.

Educational Qualifications & Functional Skills

  • Minimum Requirements: HND / B.Sc, Any Discipline.
  • Minimum Experience: 2 years of experience in a contact center.

Work Experience:

  • Customer Relations, Sales, Marketing, Human Relations (Any other Human Related) in Telecoms company.

Other Requirements:

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