ipNX Nigeria Limited
ipNX Nigeria Limited is one of Nigeria’s fastest growing Information and Communications Technology companies. In our business, we connect everything – people, information, and services. We are specialized in network connectivity, and delivery of internet, telephony, television as well as cloud-based software application services to corporate and residential customers.
We are recruiting to fill the position below:
Job Title: Retention Officer
Location: Lagos
Purpose of the Job (Brief)
- The customer retention agent is responsible for engaging customers to obtain feedback on service and understand their behavior (lifestyle, preferences etc.) and to win back lost customers.
Responsibilities
- Identifying inactive subscribers and get them active on the network.
- Identify and monitor unique customer trends and escalate.
- Engage active customer to proactively identify unique customer issues and solve.
- Ensure all customer feedback/complaints are documented, escalated to appropriate unit and also follow up till Head CEA Customer Retention Supervisor Retention Agent Retention Agent resolution.
- Track /update and close all tickets on OTRS.
- Process compensation, reimbursement, waivers and refunds for customers.
- Maintain constant and effective communication with retail customers through surveys.
- Identify and monitor unique customer trends and escalate.
- Ensure all complaints are resolved.
- Process request in timely manner and send updates to customers.
- Effectively identifying and dealing with customer dissatisfaction.
Educational Qualifications & Experience
- Minimum Requirements: HND / B.Sc in any discipline.
- Minimum Experience: 1-2 years’ experience in customer care
Work Experience:
- Customer Relations, Sales, Marketing, Human Relations (Any other Human Related) in Telecoms company.
Application Closing Date
30th June, 2022.
Method of Application
Interested and qualified candidates should forward their CV to: [email protected] using the Position as the subject of the email.