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Jobs > IT and Telecoms > Customer Service Manager in an Internet Solution Provider (ISP) firm

Customer Service Manager in an Internet Solution Provider (ISP) firm

Sep 17, 2020, 8:42 PM

Willers Solutions Limited - Our client, an Internet Solution Provider (ISP) firm located in Lagos State is looking to fill the position below:

 

 

Job Title: Customer Service Manager

Location: Lagos
Employment Type: Full-time

Specialization

  • Client Relationship Management, Retention, Revenue Collection and Account Reconciliation.

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
  • 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.
  • 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.

Qualifications & Experience

  • BSc / 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.
  • Great telephone etiquette; ability to hold a decent conversation over the phone, processing information received from clients and giving accurate responses 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).
  • 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.

Skills and Specifications:

  • Fluency in English; excellent communication (Oral & Written) skills, interpersonal skills and superb listening skills.
  • Ability to type fast, receiving and sending large email correspondence to clients.
  • Ability to make large number of calls and receiving same from clients.
  • 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.
  • Knowledge of account management and relationship building process; Prior experience in business development process will be an advantage.
  • Must meet strict deadlines.

 

 

How to Apply
Interested and qualified candidates should send their CV (in MS Word Format) to: lizzy.bika@willerssolutions.com using "Customer Service Manager" as the subject of the email.

Note: Only qualified Candidates would be contacted

 

Application Deadline  23rd September, 2020.


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IT and Telecoms 
Willers Solutions Limited Customer Service Lagos State