ikeja
Telecommunications
CustomerEngagementConsultant
“Customer Engagement Consultant at ikeja. Skills: Customer experience, Customer support. Respond to and resolve customer queries. Identify nature of incoming queries”
What You'll Achieve.
Meet and exceed KPIs; Reduce repeat queries
Industry & Context.
Problem-solving abilities; Troubleshooting
Own reliable transportation, Work shifts
What They're Looking For.
Must Have
Matric/Grade 12 certificate, 2 - 3 years of experience in a call center/customer service role, Experience using customer relationship management (CRM) systems or similar admin tools, Exceptional communication skills, Customer-oriented mindset, Problem-solving abilities, Ability to work independently, Ability to work as part of a team, Willingness to work shifts, Must have own reliable transportation, Commitment to embodying ikeja’s company values
Nice to Have
Diploma or Certificate in Customer Service or a related field, Previous collaboration with Network Operations Centers (NOC), Familiarity with markets similar to those ikeja serves, Customer service experience in those markets
What You'll Do.
Respond to and resolve customer queries
Identify nature of incoming queries
Allocate queries to appropriate channels
Address queries using expertise
Create and manage tickets
Document customer's query or complaint
Document troubleshooting steps
Document final resolution
Collaborate with NOC to escalate issues
Ensure tickets contain necessary information
Contribute to continuous improvement of protocols
Identify opportunities for process improvements
Enhance team efficiency
Reduce repeat queries
Adhere to project schedules
Communicate foreseeable risks
How You'll Work.
Team & Collaboration
Collaborate with NOC
Communication Scope
Customer communication
Applying for this Customer Engagement Consultant role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
ANONYMOUS · UNFILTERED
What do employees actually say about ikeja?
Real rants from real employees. Read before you apply.