Billing Support Officer needed at IpNX Nigeria Limited

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Job title : Billing Support Officer

Job Location : Lagos

Deadline : May 29, 2024

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Job summary

  • The Billing Support Officer deals with customers complaints via telephone and emails.
  • They are required to handle a variety of functions, including end to end resolution of Billing issues.
  • Officers make an important contribution to customer satisfaction by providing a prompt, efficient and courteous service to callers.
  • Written in outcome language, this is not a listing of tasks but a grouping of tasks to determine outcomes required from the tasks.

Responsibilities

  • 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

Educational Qualifications & Skills

  • Candidates should possess an HND / B.Sc in any discipline
  • Must have at least 6 Months experience in a contact center
  • Customer Relations, Sales, Marketing, Human Relations (Any other Human Related) work

Other Requirements:

  • Customer Focus
  • Tech savvy
  • Action orientation
  • Drive results
  • Cultivate Innovation
  • Ability to optimize work processes

How to Apply for this Offer

Interested and Qualified candidates should Click here to Apply Now

  • Customer Service  jobs
  • Billing Support Officer jobs

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