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Customer Support Officer

Closing: Jan 26, 2023

This position has expired

Published: Jan 19, 2023 (18 days ago)

Job Requirements

Education:

Work experience:

Language skills:

Job Summary

Contract Type:

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Personal Qualities & Qualifications

Job Holder need to be:

  • Degree holder in Mass Communication, English, Electrical Electronic Engineering, Telecommunications Engineering, Computer Engineering or Science from reputable higher institution.
  • Problem-solving skills.
  • Ability to communicate clearly.
  • A highly effective individual who has an absolute eye for detail and is focussed on improving business performance through exceptional Network – Strategies/Solutions execution, reporting and evaluation.
  • Service and process knowledge.
  • Friendly attitude.
  • Empathy.
  • Strong time Management.
  • Strong Crisis Management.
  • Candidate must possess excellent customer interface, analytical and presentation skills and be able to influence internal and external organizations.

Demand on the Job:

  • Must have al teast 1 year cognate experience in Customer Support telecommunication related organisation especially ISP firm.
  • Ability and wiliness to work long hours and meet tight deadlines.
  • Ability to work under none or minimal supervision.
  • Ability to work weekends and in shifts.

Age Bracket:

  • 25 - 35 years of age.

Method of Application

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

Responsibilities
Personal Qualities & Qualifications

Job Holder need to be:

  • Degree holder in Mass Communication, English, Electrical Electronic Engineering, Telecommunications Engineering, Computer Engineering or Science from reputable higher institution.
  • Problem-solving skills.
  • Ability to communicate clearly.
  • A highly effective individual who has an absolute eye for detail and is focussed on improving business performance through exceptional Network – Strategies/Solutions execution, reporting and evaluation.
  • Service and process knowledge.
  • Friendly attitude.
  • Empathy.
  • Strong time Management.
  • Strong Crisis Management.
  • Candidate must possess excellent customer interface, analytical and presentation skills and be able to influence internal and external organizations.

Demand on the Job:

  • Must have al teast 1 year cognate experience in Customer Support telecommunication related organisation especially ISP firm.
  • Ability and wiliness to work long hours and meet tight deadlines.
  • Ability to work under none or minimal supervision.
  • Ability to work weekends and in shifts.

Age Bracket:

  • 25 - 35 years of age.

Method of Application

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

Main Duties

  • Introduce new networking technologies or improve existing technologies to add value to existing services & capabilities.
  • Maintaining a positive, empathetic and professional attitude toward Customers at all times.
  • Manage large incoming calls from Customers.
  • Generate sales leads.
  • Responding promptly to Customer inquiries.
  • Identify and assess Customers’ needs to achieve satisfaction.
  • Communicating with Customers through various channels e.g email, sms and phone call etc.
  • Acknowledging and resolving Customer complaints.
  • Knowing the company services inside and out so that you can answer questions easily.
  • Processing orders, forms, applications and requests.
  • Keeping records of Customer interactions, transactions, comments and complaints.
  • Communicating and coordinating with colleagues as necessary.
  • Providing prompt feedback on the efficiency of the Customer service process.
  • Assist in managing a Team of trainees or junior Customer Support representatives in NOC.
  • Ensure Customer satisfaction and provide professional Customer support at all times.
  • Build sustainable relationships and trust with Customer accounts through open and interactive.
  • Provide accurate, valid and complete information by using the right methods/tools e.g MOWE, ZALPRO
  • Liaise with Technical Team, Engineering and Account departments on fault resolutions and Customer account reconciliation.
  • Handle Customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
  • Troubleshoot with Customer over phone and resolve issues promptly.
  • Keep records of Customer interactions, process Customer accounts and file documents.
  • Follow communication procedures, guidelines and policies.
  • Take the extra mile to engage Customers.
  • Any other Tasks assigned to you by the Management.


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