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
Salary
N130,000 / Month.
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How to Apply
Interested and qualified candidates should:
Click here to apply
Application Deadline
19th April, 2023