Customer Experience Interaction and Resolution Analyst needed at IpNX Nigeria Limited – Apply Now

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Job title : Customer Experience Interaction and Resolution Analyst

Job Location : Lagos

Deadline : May 26, 2023

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At ipNX, Customer Resolution and Close loop is about Managing the customer’s open log of complaints/requests and aggressively demanding for the resolution. The customer resolution and close loop analyst has the responsibility of tracking every customer complaint till closure. He/She does not rest until every single complaint is resolved. The role holder has the responsibility of organizing the structures, processes and procedures for exceptional complaint handling. He/She will therefore require sound knowledge & experience of managing a resolution team. This role is one where the resolution team serves the critical functions of being; a point, providing insights on customers at risk of churn, repeated complaints with a defined proactive approach to process and governance in order to ensure customer satisfaction & retention.

Educational Qualifications & Functional Skills:

  • Bachelor’s degree in Business Administration, Sales or related field (2.2/ Upper Credit Minimum)
  • A proven team player who can work effectively with teams across the organization and can collaborate effectively with external stakeholders
  • A proven team player who can navigate organisational complexities of external stakeholders and facilitate a path for effective engagement
  • Effective written and verbal communication skills in English including report-writing and creating presentations for senior executives.
  • Ability to build successful relationships at all levels

Work Experience:

  • Minimum of 2 years of experience in customer support or related field.
  • Excellent verbal and written communication skills.
  • Strong problem-solving skills with the ability to think on their feet and find creative solutions.
  • Ability to multitask and manage time effectively.
  • Familiarity with CRM systems and other customer support software.
  • Ability to work well in a team environment and collaborate with other departments.
  • Strong attention to detail and ability to follow processes and procedures accurately.
  • Flexible schedule to accommodate the needs of the business,

Other Requirements:

  • Customer obsession
  • Tech savvy
  • Empathy
  • Top notch Communication skills
  • Drive Collaboration with other teams
  • Resilience
  • Self-Development
  • Detail Oriented Compliance
  • Ensures Accountability
  • Drive Customer Engagement
  • Problem Solving Skills
  • Excellent Decision Quality

How to Apply for this Offer

Interested and qualified candidates should forward their CV to: using the position as subject of email.

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