Job Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, or chat regarding internet service issues, billing inquiries, and general support questions.
• Provide technical assistance to customers in troubleshooting and resolving internet connectivity problems, including router configurations, network setups, and basic hardware or software issues.
• Offer comprehensive explanations of services, pricing plans, and features to potential and existing customers, ensuring they have a clear understanding of our offerings.
• Accurately log customer interactions, inquiries, and resolutions in the CRM system to maintain a comprehensive customer support database.
• Collaborate with internal teams, such as network operations and technical support, to escalate and resolve complex technical issues that require specialized expertise.
• Identify and escalate potential service disruptions or network-related problems to the appropriate department for swift resolution.
• Proactively identify opportunities to improve customer satisfaction and service efficiency, suggesting process enhancements or product improvements when necessary.
• Stay up-to-date with industry trends, new technologies, and ISP service offerings to provide informed assistance and advice to customers.

Requirements

• Bachelor’s or HND Degree in a relevant field is a plus.
• Previous experience in customer service, preferably in a technical support role or within the telecommunications industry.
• Strong communication skills, both verbal and written, with the ability to convey technical information to non-technical customers in a clear and concise manner.
• Excellent problem-solving and troubleshooting abilities, with a keen attention to detail.
• Proficiency in using customer relationship management (CRM) software to manage customer interactions and inquiries.
• Patience, empathy, and a customer-centric approach when dealing with customer issues and complaints.
• Flexibility to work in rotational shifts, including evenings, weekends, and holidays, as required.