Latest Jobs at IpNX Nigeria Limited

Job Summary

• We are currently seeking a service fulfillment and Support Engineer to join our Port Harcourt team, to improve on the SLAs with customers by reducing the MTTR which also translates to improve service to customer.

Responsibilities

• Corporate Customers: Restore service failures within 4 hours of its occurrence- Implementation and integration of new projects.
• Retail Customers: Restore service failures within 24 hours of its occurrence.
• Incident Management Communication: Provide prompt feedback for input into the OTRS Application with information relating to activities being carried out to resolve customer service incident
• Identify, plan and execute nodes/segment that require preventive maintenance on the network.
• Liaise with NSD in preparing bid documents and preparing technical documentation for presentation during presales engagement.
• Ensure weekly support status reports are done and submitted timely for review.
• Provide backend support to FSE in integrating new customers to the network or providing customer’s link upgrade.
• Timely delivery and completion of Assigned projects.
• Draft out project implementation plan (PIP) for new projects and installations and ensure strict adherence.
• Managing Pre-Installation procedures (site survey), and actual Installation, integration and maintenance of microwave radio links.
• Ensure no stock-out of tools and materials for network implementation and for fault support

Qualifications and Requirements

• B.Eng in Computer Engineering, B.Eng in Electrical Electronics or any IT related degree. (2.2/ Upper Credit Minimum)
• CCNA (Cisco Certified Network Associate); CCNP (Cisco Certified Network Professional)
• At least 2 years in the telecommunications industry,
• Customer centric and stakeholders’ management.
• Good LAN/WAN network design and implementation skills.
• Ability to solve complex problems in the shortest available time using honed analytical skills.
• Good interpersonal skills with customers, vendors and members of team.
• Design and analytical troubleshooting of LAN, WAN network and Internet-data architecture with good knowledge of routing protocols (EIGRP, BGP, OSPF, RIP etc.).
• Good knowledge of installation and configuration of core network devices and its relevant integration to the network (LAN, MAN & WAN).
• Ability to use network monitoring/optimization devices (software/hardware) to proffer solutions to network related problem and optimize network performance where necessary.
• Understanding of the base station power supply (dc and ac) architecture and interconnectivity of relevant power devices/components.
• A hands-on experience with the following is a must: IP Routing, MPLS, QOS, VPN, DMVPN.
• Knowledge and experience with network security (IPSec Firewalls) is desirable.
• A hand on experience with OSPF and BGP is desirable.
• Experience with Wireless Point-to-Point and Point-to-Multipoint technologies is desirable.
• Must be able to follow multiple simultaneous projects to completion with minimal supervision.
• Experience with leading inter-departmental negotiations, consensus building to reach common technical solutions.
• Strong telecommunications transmission skills (both Optical and wireless), IP design skills, in depth knowledge of IP Network Troubleshooting.
• Candidate must possess excellent customer interface, analytical and presentation skills and be able to influence internal and external organizations.
• Hardworking and Tenacious.
• Performance driven.
• Sharp analytical and logical reasoning.
• Work effectively with own initiative and with minimal supervision and also as a part of a team.

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Job Summary

• We are currently seeking a sales operations data analysis officer to join our team. The Data analysis and Sales Operations officer is responsible for data analysis in the retail division and administrative operations of retail sales.
• This is a centralized sales function that is designed to handle data analysis for the division and backend sales operations across the regions. The role is responsible for data sourcing and analyzing.
• Other functions include documentation, filing, project monitoring and reporting as well as management of various sales applications. The Sales operation officer is also responsible for process documentation and other business analysis deliverables within the department.

Responsibilities

• Interpret and analyze complex datasets to provide actionable insights for the business.
• Clean business data and carry out statistical analysis to extract meaningful insights.
• Analyze trends and support data-driven decisions within the division.
• Create visualizations to communicate analytical findings to team members.
• Conduct statistical analysis on research data to identify trends and patterns
• Design and implement surveys to collect relevant consumer and market data
• Support all sales operations activities across regions to facilitate performance of manned sales channels such direct sales, tele-sales and indirect sales agents.
• Hands-on management of all trade exhibitions and outreach to promote ipNX products and services.
• Maintain and update critical sales data and reports.
• Process and deliver Proforma invoice to prospective SME clients who require it for sign-up.
• Initiate, track and report survey requests for new builds (major rollouts or backbone extensions). Carryout regular follow-ups for prompt delivery of project bill of materials, designs and high-level descriptions.
• Carryout financial analysis for proposed backbone extensions and communicate project viability to relevant stakeholders.
• Generate Adhoc reports and submit within approved timeline
• Screen and onboard indirect sales agents under the Community Retail Agents and FOS Independent Sales Agents programme.
• Lead branding efforts of CRA’s stores to create awareness and promote ipNX products and services.
• Validate invoices and process commission fee for Community Retail Agents and FOS Independent Sales Agents.
• Verify activated sales for each direct sales agents and process monthly commission schedule for payroll approval and settlement.

Qualifications and Requirements

• B.Sc in Accounting / Statistics / Marketing / Sales / Data Analysis / related disciplines
• At least 3 years experience within the telecoms or FMCG space with adequate analytical, project management, documentation and administrative skills and competencies.
• Must demonstrate interpersonal capabilities and leadership.
• Business/Project Management Qualification
• Excellent Microsoft Office Suite Competence especially Excel
• Demonstrate a high level of organization and quality with multitasks, efficiency & priority setting
• Understanding of the B2C sales environment.
• Exemplary communication skills – both face to face and over the telephone. Ability to communicate effectively at all levels of an organization

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Job Summary

• We are currently seeking a Corporate Customer Care Officer to Join our Lagos Team.
• The Corporate Customer Care role will manage /develop client relationships with existing and new clients - by ensuring customers are satisfied through consistent advocacy resulting in profits for the organization.
• To deliver key service outcomes for ipNX’s customers in the B2B environment.
• To build rapport by interacting with customers via multiple channels i.e. Telephone, Email, Online Correspondence etc. and providing solutions that not only meet expectations but surpass them.

Responsibilities

• Manage assigned cases in line with customer expectations and departmental SLAs and KPIs Head, Corporate Customer Care Corporate Customer Care Officer Corporate Customer Care Associate
• Ensure close liaison with customers, providing updates and or appropriate action to resolve queries
• Identify and escalate to Head, Corporate Customer Care situations requiring urgent attention
• Carry out IPNX's customer care strategy and proposition deliverables to deliver and sustain a world class customer care to corporate clients
• Implement and proffer strategies useful in improving customer relationship, retention, profitability, loyalty, and satisfaction
• Manage Customer Care processes and all other documentations.
• Effective customer engagement and proactively identify At Risk customers.
• Customer visitations i.e. attend service review meetings etc.
• Handling outbound calls and logging, updating and creating tasks for customer queries and cases as required using corporate ticketing system.
• Manage the activities of digital support platform.
• Through daily support activities, strive for a high degree of customer satisfaction resulting in a positive Net Promoter Score (NPS) for ipNX Services.
• Handle Corporate customer feedback in accordance to the ipNX complaints procedure and updating relevant stakeholders
• Ensure appropriate management of records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Maintain constant and effective communication with customers while advocating on their behalf.
• Develop strong working relationships and increasing engagement / collaboration with colleagues across the ipNX Support chain.
• Galvanize the Support group to consistently provide support and updates on customers’ issues.
• Ensure adherence to fault resolutions in accordance with agreed SLAs.
• Outage/Maintenance Notification (Email & SMS).
• Oversee business enquiry management in order to drive company revenue in a profitable manner.
• Ensure that response to customer inquiries and problem solving are conducted in a professional and effective fashion.
• Develop strong working relationships and increasing engagement / collaboration with colleagues across the ipNX Support chain.
• Liaise with the relevant team for any issues with customers’ orders and be aware of individual and departments weekly targets.
• Preparation of reports (daily, weekly and monthly)
• Carrying out any other tasks as may be assigned by the line manager

Requirements

• Minimum of Second Class Lower in Social/Management Sciences courses or related fields.
• A minimum of 2-3 years of relevant experience in similar roles within IT or Hospitality environment, preferably both, finding solutions for customers and advising them on services
• Previous experience in Customer Success, Management Consulting, Account Management or any other client-facing role
• Experience in using analytical skills to own problems through to resolution as well as being able to analyse statistical data
• Experience in finding solutions for customers and advising them on our services and managing effective customer consultation including using social media tools in business.
• Professional qualifications from the recognized professional boards, will be added advantage, Professional telephone manners, Ability to work in a team to sustain relationships and build rapport
• Able to conduct initial troubleshooting and diagnostics on all enquiries, have an understanding and interest in communication methods and what each can provide and ability to assimilate information and respond accordingly
• Able to work and learn quickly in a fast paced, fun and dynamic environment, highly organized and able to follow through and prioritize tasks
• Excellent written and verbal communication in English, demonstrated passion for our mission, values and customers.
• Ability to build successful relationships at all levels, excellent analytical and quantitative skills; ability to use hard data and metrics to back up assumptions and develop business cases.
• Have an entrepreneurial spirit, ability to demonstrate an understanding of customer needs, excellent documentation with intermediate Excel and PowerPoint presentation skills
• Good project and time management skills - Ability to work independently and manage one’s time, verbal and written communication skills, problem solving skills, attention to detail and interpersonal skills