ipNX Nigeria Limited Recruitment for Billing Support Officer

ipNX Nigeria Limited Recruitment – Applications are invited from suitable and qualified candidates for the position of Billing Support Officer. Interested persons should read the requirements and apply below.ipNX Nigeria Limited 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.

We are recruiting to fill the position below:

Job Title: Billing Support Officer

Location: Lagos
Job Grade: Contract
Reporting to: Team Lead – Billing Support Unit

Job Function

Handle all Retail Billing Calls, Tickets and Mails

Purpose of the Job (Brief)

The Billing Support Officer deals with customers complaints via telephone and emails.
They are required to handle a variety of functions, including end to end resolution of Billing issues.
Officers make an important contribution to customer satisfaction by providing a prompt, efficient and courteous service to callers.
Written in outcome language, this is not a listing of tasks but a grouping of tasks to determine outcomes required from the tasks.

Roles/Responsibilities

Ensure Customer satisfaction at every contact via Phone on all Billing issues/Enquiries
Ensure Customer satisfaction
Excellent Listening, questioning and communication skills
Adhere to the telephone etiquette Billing Support Supervisor Billing Support Officer
Informs customers by explaining procedures; answering questions; providing information and feedback
Ensure prompt response to in-bound calls
Must be clear, direct and not vague in their communication with customers
Manage large amounts of inbound and/or outbound calls in a timely manner
Meet personal/team qualitative and quantitative call targets.
Customer Engagement
Must be the voice of the Customer
Maintain a high completed Call rate
Ensure that the Call abandonment rate is very less than 10%
Maintain a call completion rate of 90%
Ensure that in-bound calls are picked before the third ring
Escalations
Must promptly escalate issues that they cannot handle to their supervisor
Must avoid keeping the customer waiting on a call Identify and escalate priority issues observed
Follow communication scripts when handling different Billing topics
Identify customer’ needs, clarify information and provide solutions and/or alternatives
OTRS Tickets
Ensure prompt and accurate response to tickets
Customer Retention Rate
Provide excellent customer service in such a way that we can retain the customers

Qualifications & Requirements

Candidates should possess an HND / B.Sc in any discipline
Must have at least 6 Months experience in a contact center
Customer Relations, Sales, Marketing, Human Relations (Any other Human Related) work

Other Requirements:

Customer Focus
Tech savvy
Action orientation
Drive results
Good oral and written communication
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.)
Cultivate Innovation
Ability to optimize work processes
Resilience
Self-Development
Ability to set priorities and manage time effectively
Nimble Learning