Customer Care Officer

Function: Customer Advocacy

Reporting to: Head, Corporate Customer Care

Location: Lagos

Travel Frequency: Rarely

Purpose of the Job

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.

Expected Key Results

Execute Strategy for Customer Care.
Customer Engagement and Retention
Customer Satisfaction
Customer Advocacy
Customer Acquisition
Reporting

Educational Qualifications & Functional Skills:
Minimum of Second Class Lower in Social/Management Sciences courses or related fields.
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
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

Work Experience:
A minimum of 2-3 years of relevant experience
Experience in similar roles within IT or Hospitality environment, preferably both
Finding solutions for customers and advising them on our 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
Experience of managing effective customer consultation including using social media tools in business.