1 day ago
Job title : Senior Specialist, Customer Experience
Job Location : Lagos
Deadline : November 22, 2024
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Job Purpose
Manage and deliver the user experience for assigned co-locating customers.
Responsibilities
- Own and manage the assigned customer interface, ensuring consistency and continuous improvement in service standards.
- Serve as the single point of escalation on technical issues between the Operations team and assigned customers.
- Focus on closing service gaps identified by the Customer Experience team, assigned Key Account Manager (KAM), and/ or customers.
- Work with the Performance team within NOC to improve data integrity and reconciliation, as well as minimize disputes between the company and customers/ third-party stakeholders.
- Manage customer incidents and problems, tracking and driving resolution of issues reported by customers.
- Check the customer’s pulse via contact to ascertain service standards and satisfaction levels are being achieved.
- Support the customer engagement process by educating assigned KAMs on technical realities, to develop work plans and timelines to address customer issues or opportunities.
- Continuously research and propose innovative ways to improve service quality to both internal and external customers.
- Perform other tasks and duties as assigned by the Principal Specialist, Customer Experience.
Qualifications
- Bachelor’s degree in Telecommunications Engineering.
- +7-10 years’ cognate experience in telecoms operations & maintenance.
How to Apply for this Offer
Interested and Qualified candidates should Click here to Apply Now
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