Job For Customer Relationship Officer In A Reputable ISP Firm

Willers Solutions Limited - Our client, an Internet Solution Provider (ISP) firm located in Lagos State, is recruiting suitably qualified candidates to fill the position below:     Job Title: Customer Relationship Officer Location: Lagos Duties and Responsibilities

• Provide optimum customer relationship as required to maintain and enhance existing business, resulting in repeat business, and preventing customer churning.
• Escalation of all clients payment issues to assigned Sales Representatives for follow up in a timely manner
• Follow up on all clients WHT remittance, collection of Credit Notes for remitted WHT from clients and internet subscription on a monthly bases
• Improve the overall customer relationship, delivering reliable administrative support and customer service.
• Schedule and conclude status meetings with appropriate development resources and customers.
• Provide proper account reconciliation and credit notes to customers for down time experienced.
• Maintain complete and accurate customer correspondence data.
• Assist sales team in business acquisitions, planning, retention and management.
• Develop and update client related reports.
• Identify and reports on continuing problems in an effort to minimize future negative customer impact.
• Proactively follow up disconnected clients to get their links reconnected and resolve issues.
• Manage customer portfolio to maximize relationship building opportunities.
• Run periodic customer satisfaction survey.
• Specialization: Client Relationship Management, Retention, Revenue Collection and Account Reconciliation.

• Excellent knowledge basic accounting principles; account reconciliation, Taxation (Withholding Tax & Value Added Tax application) and aggressively follow up on client’s debts/revenue collection.
• Good knowledge of invoicing and preparation credit notes to clients.
• Fluency in English; excellent communication (Oral & Written) skills, interpersonal skills and superb listening skills.
• Knowledge of account management and relationship building process; Prior experience in business development process will be an advantage.
• Must meet strict deadlines
• Ability to type fast, receiving and sending large email correspondence to clients.
• Ability to make large number of calls and receiving same from clients.

• Ability to function in a multi-tasking environment
• 3+ years PC experience using electronic messaging systems (emailing, texting and chatting), office productivity software (such as Excel, Word processing, Microsoft Outlook and internet surfing).
• B.Sc/HND in any related field or equivalent
• 4+ years Client Relationship experience. Preferably in an Internet Solution Provider client facing environment while being professional and Customer focused
• Stays calm under stress and proactive in problem solving
• Tactful, courteous, and possess the ability to build profitable relationship with Clients
• Active listener, articulate speaker, and adaptable to client peculiarity
• Great telephone etiquette; ability to hold a decent conversation over the phone, processing information received from clients and giving accurate responses clients