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Billing Support Officer

Closing: Mar 17, 2023

This position has expired

Published: Mar 14, 2023 (16 days ago)

Job Requirements

Education:

Work experience:

Language skills:

Job Summary

Contract Type:

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Educational Qualifications & Experience

  • Candidates should possess an HND / B.Sc in any discipline
  • Minimum of 6 months experience in a contact center

How to Apply

Interested and qualified candidates should send their Resume using the Job Title as the subject of the email.

Responsibilities

Educational Qualifications & Experience

  • Candidates should possess an HND / B.Sc in any discipline
  • Minimum of 6 months experience in a contact center

How to Apply

Interested and qualified candidates should send their Resume using the Job Title as the subject of the email.

  • 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
  • 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
  • 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.


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