Customer Care Executive at Beckley Consulting Limited

Key Responsibilities

• Attend to Customer’s Issues & resolve them in a timely & efficient manner.
• Coordination with Support Teams and ensuring customerissues are resolved efficiently and effectively.
• Raising, following up and closure Trouble Tickets
• Dispatch Invoices to Enterprise & Retail Customers as per the laid down process.
• Follow up for collections through timely reminders to Enterprise & Retail Customers,
• Ensuring Collections of receivables is achieved as per the set targets.
• Service & MTTR Improvement Plans
• Identify and assess customers' needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Generate Sales Leads

Key Relationships

• HOD/CIO/MD of TecPoint Global Solutions
• HOD Business Development Department
• HOD Customer Care Department
• HOD Project Management Department
• Customers of TecPoint Global Solutions
• Vendors & Partners of TecPoint Global Solutions

Requirements

• Graduates in Marketing, Science, Business Administration or any other discipline may also apply
• NYSC Certified
• Must have 1 - 3 years of experience in a Telecommunications Company or Internet Service Provider with a fair knowledge of Internet Leased Line, Leased Line, Home Broadband, FTTH, FTTX, VoIP, IPTV and Telecommunications Operations.

Required Skills:

• Fair Knowledge of Telecom Technologies
• Internet Bandwidth & Leased Circuits
• Innovative Solutions & Internet of Things (IoT)
• Internet Broadband

Soft Skills and Characteristics

• Strong organizational skills
• Self-motivated and detail-oriented
• Quick to collaborate and coordinate with team members when necessary
• Prior experience working with Telecommunication Customer Care Department
• Strong math and critical reasoning skills
• Customer Relationship Management
• Integrity & Honesty
• Team Player
• Interpersonal Skills
• Resourcefulness & Result Oriented approach
• Customer Oriented Approach
• Strong Oral & Written Communication
• Comprehensive knowledge of telecom products, services, and plans.
• Understanding of telecommunication networks, technologies, and equipment.
• Familiarity with billing processes and account management in the telecom industry.
• Knowledge of customer service principles and practices.
• Proficiency in using customer support software and tools.

Key Measures

• MTTR
• Network Uptime
• Customer Satisfaction Score (CSAT)
• Total Tickets & Closed Tickets per customer
• First Response Time (FRT)
• First Contact Resolution (FCR)