Graduate Enterprise Support – Executive at Lorache Group

Lorache Group – Our client, an Internet Service Provider/ICT with coverage across the country, is recruiting suitably qualified candidates to fill the position below:

Job Title: Enterprise Support – Executive

Location: Lagos
Function / Domain: Customer Service / Customer Interaction Group
Reporting To: HOD Customer Service

Major Deliverables

  • Ensure High levels of Customer Centric attitude and calls answered within defined threshold of 20 seconds
  • Emphasis on First Level Trouble shooting & redressal of complaints / service affecting issues over phone.
  • Maintain two way communication medium to ensure redressal provided is shared with customer over phone & email
  • Assist customers in setting up and/or troubleshooting problems with their service as necessary.
  • Liaise with the sales and technical operations officials as needed to meet customer’s needs.
  • Ensure all concerns are addressed within SLA committed with the customer
  • Maintain records of SLA breaches and process recommendation for Service Extension or Prorated Compensation where resolution is delayed at company’s end
  • Ensure relevant communications, records and data are updated and recorded
  • Maintain commercial records on payments, invoices, discounts or compensation extended on individual customer’s accounts
  • Identify and escalate situations requiring urgent attention to appropriate department
  • Prepare daily activity reports and share with TL / Supervisor and HOD

Requirements/Qualification

  • Post graduate qualification

Desired Experience:

  • 1 to 3 years

Essential Attributes:

  • Customer Focus,
  • Computer Knowledge,
  • Commercial & Sales Acumen,
  • Good written communication,
  • Should posses Analytical & Comprehension skills,
  • Internet and Tech savvy,
  • Excel Knowledge,
  • PRTG,
  • M2000 or similar NMS applications is a MUST

Desired Attributes:

  • Relevant Industry Experience Preferred.

Application Closing Date
11th January, 2018.

Method of Application
Interested and qualified candidates should send their Applications and CV’s to: jobs@lorachegroup.com using the position and location applied for as subject of the mail.

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