About the Role
Ascentech Services Limited is looking for a dynamic and results-driven Customer Care Executive to join our client's team in Nigeria. In this role, you will act as the primary point of contact for clients, managing inquiries, resolving complaints, and ensuring exceptional service delivery within the fast-paced telecommunications and Internet Service Provider (ISP) sector.
Key Responsibilities- Handle and resolve customer complaints, service inquiries, and escalation issues promptly and professionally.
- Raise, monitor, follow up, and successfully close trouble tickets within designated service level agreements.
- Coordinate seamlessly with technical and support teams to guarantee timely issue resolution and maintain high network uptime.
- Follow up on invoices, customer receivables, and collection processes to ensure account accuracy.
- Monitor and support service improvement initiatives and Mean Time to Repair (MTTR) targets.
- Build, nurture, and maintain strong, lasting customer relationships to drive loyalty and retention.
- Identify, qualify, and generate potential sales leads from routine customer interactions.
- Maintain comprehensive and accurate records of all customer interactions, complaints, and resolution steps.
- Bachelor's degree or HND, preferably in a Science-related discipline or a relevant field.
- Mandatory National Youth Service Corps (NYSC) certification or exemption letter.
- 1 to 3 years of proven professional experience within the Telecommunications or Internet Service Provider (ISP) industry.
- Strong working knowledge of Leased Lines, Broadband, FTTH/FTTX, VoIP, IPTV, IoT, and core telecom operations.
- Demonstrated expertise in managing Customer Satisfaction (CSAT), First Response Time (FRT), and First Contact Resolution (FCR).
- Exceptional communication, interpersonal, problem-solving, and relationship management skills.
- Highly self-motivated, organized, detail-oriented, and results-driven.
- Competitive salary and performance-based incentives.
- Comprehensive health insurance and wellness benefits.
- Opportunities for professional growth and career advancement within a leading recruitment and HR services firm.
- A collaborative, dynamic, and supportive work environment.