Graduate Enterprise Support - Executive at Lorache Group

Lorache Group - Our client, an Internet Service Provider/ICT with coverage across the country, is recruiting suitably qualified candidates to fill the position below:

Job Title: Enterprise Support - Executive

Location: Lagos
Function / Domain: Customer Service / Customer Interaction Group
Reporting To: HOD Customer Service

Major Deliverables

• Ensure High levels of Customer Centric attitude and calls answered within defined threshold of 20 seconds
• Emphasis on First Level Trouble shooting & redressal of complaints / service affecting issues over phone.
• Maintain two way communication medium to ensure redressal provided is shared with customer over phone & email
• Assist customers in setting up and/or troubleshooting problems with their service as necessary.
• Liaise with the sales and technical operations officials as needed to meet customer’s needs.
• Ensure all concerns are addressed within SLA committed with the customer
• Maintain records of SLA breaches and process recommendation for Service Extension or Prorated Compensation where resolution is delayed at company’s end
• Ensure relevant communications, records and data are updated and recorded
• Maintain commercial records on payments, invoices, discounts or compensation extended on individual customer’s accounts
• Identify and escalate situations requiring urgent attention to appropriate department
• Prepare daily activity reports and share with TL / Supervisor and HOD

Requirements/Qualification

• Post graduate qualification

Desired Experience:

• 1 to 3 years

Essential Attributes:

• Customer Focus,
• Computer Knowledge,
• Commercial & Sales Acumen,
• Good written communication,
• Should posses Analytical & Comprehension skills,
• Internet and Tech savvy,
• Excel Knowledge,
• PRTG,
• M2000 or similar NMS applications is a MUST

Desired Attributes:

• Relevant Industry Experience Preferred.

Application Closing Date
11th January, 2018.

Method of Application
Interested and qualified candidates should send their Applications and CV's to: [email protected] using the position and location applied for as subject of the mail.