Call Centre Agent at ipNX Nigeria Limited

ipNX is one of Nigeria’s fastest growing Information and Communications Technology companies, serving a multitude of needs across enterprises, small businesses and residents with innovative, world-class services. Our ability to identify, satisfy and exceed today’s market needs is a testament to over a decade of experience, our commitment, drive and passion realized through highly skilled and well seasoned professionals.

As a pioneer and a leading Fibre-To-The-Home (FTTH) operatorin Nigeria, we currently provide a number of solutions to various industries and market segments using industry-leading technology (such as our very own Fibre-To-The-Home (FTTH) cable technology) as our core access network infrastructure and fixed wireless radio services (via licensed frequency). We also proffer complementary IT solutions, with a view of covering key commercial and suburban regions.

We are recruiting to fill the position below:

Job Title: Call Centre Agent

Location: Lagos
Employment Type: Full-time

Purpose of the Job

  • The Call Center agent deals with customers via telephone, Internet, e-mail and instant messaging. They are required to handle a variety of functions, including customer advocacy, technical support, cross-selling, up-selling and customer contact. Agents make an important contribution to customer satisfaction by providing a prompt, efficient and courteous service to callers.

Deliverables (Maximum 5-6 Key Responsibilities)
Expected Key Results (Detailed KPIs) Key Activities:

  • Ensure Customer satisfaction at every contact via Phone, emails and other online medium.
  • Follow up on unresolved complaints.
  • Excellent E-mail writing skills.
  • Adhere to the telephone etiquette.
  • Ensure Customer satisfaction.
  • Excellent listening, questioning and communication skills.

Job Description

  • Informs customers by explaining procedures; answering questions; providing information and feedback.
  • Build sustainable relationships and engage customers by taking the extra mile.
  • Email handling and OTRS accuracy
  • Prompt response to mails.
  • Ensure OTRS data accuracy and consistency.
  • Ensure responses are consistent with the contents of the email. (Enquiry; feedback or complaint)
  • Customer Engagement
  • Follow communication scripts when handling different topics.
  • Identify customer’ needs, clarify information, research every issue and provide solutions and/or alternatives.
  • Seize opportunities to upsell and cross sell when they arise.
  • Response Time to Calls and Emails
  • Ensure prompt response to in-bound calls.
  • Customer call frequency.
  • Must be clear, direct and not vague in their communication with customers (Calls and Emails).
  • Maintain a call completion rate of 90%.
  • Ensure that in-bound calls are picked before the third ring.
  • Escalations
  • Must escalations issues that they cannot handle to their supervisor.
  • Must avoid keeping the customer waiting on a call.
  • Identify and escalate priority issues observed.
  • Manage large amounts of inbound and/or outbound calls in a timely manner.
  • Meet personal/team qualitative and quantitative call targets.
  • Customer Retention Rate
  • Provide excellent customer service in such a way that we can retain the customers.
  • Compile complaint call and log.
  • Must be the voice of the Customer.
  • Maintain a high completed Call rate
  • Ensure that the Call abandonment rate is very less than 10%.
  • Any other duties assigned by supervisor or manager

Educational Qualifications & Functional Skills

  • Minimum Requirements: HND / B.Sc, Any Discipline
  • Minimum Experience: 2 years experience in a contact center

Work Experience:

  • Customer Relations, Sales, Marketing, Human Relations (Any other Human Related) in Telecoms company

Other Requirements:

  • Customer Focus
  • Tech savvy
  • Action orientation
  • Drive results
  • Cultivate Innovation
  • Team player
  • Computer literacy
  • Familiarity with CRM systems and practices
  • Telephone Etiquette
  • Strong phone, verbal and writing communication skills along with active listening
  • Knowledge of Microsoft office. (Excel, PowerPoint, Word, etc)
  • Ability to optimize work processes
  • Resilience
  • Self-Development
  • Ability to multitask, set priorities and manage time effectively
  • Nimble Learning
  • Good oral and written communication


How to Apply
Interested and qualified candidates should:
Click here to apply

Application Deadline  29th March, 2023.

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