Team Lead, Customer Advocacy Center At ipNX Nigeria Limited

Job Details

Job Title: Team Lead, Customer Advocacy Center At ipNX Nigeria Limited
Organisation: ipNX Nigeria Limited
Location: Lagos State
Min Work Experience: 5 year(s)
Qualification: B.Sc
Industry: Customer Service
Course: Sciences, Social Sciences
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ipNX Nigeria Limited is one of Nigeria’s fastest growing Information and Communications Technology companies. In our business, we connect everything - people, information, and services.

We are specialized in network connectivity, and delivery of internet, telephony, television as well as cloud-based software application services to corporate and residential customers.

We are recruiting to fill the position below:

Job Title: Team Lead, Customer Advocacy Center

Job ID: 82
Location: Lagos
Department: Retail Division
Function: Team Lead, Customer Advocacy Center
Reporting to: Head, Customer Experience & Advocacy
Travel Frequency: Minimal

Purpose of the Job

  • To supervise all activities of the Customer Advocacy Centre, to plan, direct and coordinate in the areas of support, incident, change and problem management.

Expected Key Results

  • Customer Satisfaction.
  • Quality Assurance Monitoring.
  • Implement Service Standards.
  • Advocate for Customers.
  • Service Delivery Performance Measurement.
  • Workforce Management.
  • Any other duties assigned by manager.

Educational Qualifications & Functional Skills

  • University Degree in Sciences, Social Sciences acceptable (2.2 / Upper Credit)
  • Postgraduate Degree (MBA, M.Sc., etc.) an added advantage.
  • Professional qualification in Customer experience management an added advantage.

Work Experience:

  • Minimum of 5 years of varied experience in customer service with a proven record of driving customer experience improvement and increasing customer satisfaction
  • Teamwork - candidate will need to be a strong team player, who supports their colleagues and share their skills.
  • Good interpersonal, work flow management and communications skills.
  • Experience in similar roles within IT or Hospitality environment, preferably both.  
  • Excellent analytical skills and ability to own problems through to resolution as well as being able to analyse statistical data.
  • Ability to demonstrate a mature understanding of key Business needs.
  • Excellent documentation and PowerPoint presentation skills.
  • Good project and time management skills - Ability to work independently and manage one’s time.
  • Verbal and written communication skills, problem solving skills, attention to detail and interpersonal skills.
  • Knowledge of business and management principles involved in strategic planning and resource allocation.

Other Requirements:

  • Customer Focus
  • Tech savvy
  • Action orientation
  • Drive results
  • Cultivate Innovation
  • Ability to optimize work processes
  • Resilience
  • Self Development
  • Nimble Learning
  • Ensures Accountability
  • Develops Talent
  • Drives Engagement
  • Drives Vision & Purpose
  • Excellent Decision Quality.
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