Customer Care Team Lead

Responsibilities:

• Coordinate the customer care team
• Attend to customers’ issues and resolve them in a timely and efficient manner
• Coordination with Support Teams and ensuring the customers' issues are resolved efficiently and effectively
• Raising, following up, and closing of Trouble Tickets
• Dispatch of Invoices to Enterprise and Retail Customers as per the laid-down process
• Follow up for Collections through timely reminders to Enterprise and Retail Customers
• Ensuring Collections of receivables are achieved as per the set targets
• Provide service and MTTR Improvement Plans
• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Generate Sales Leads

Requirements:

• Minimum of an HND qualification
• Minimum of 1 year of experience
• Fair knowledge of Telecom Technologies: Internet Bandwidth & Leased Circuits, Smart Solutions & Internet of Things (IoT), and Internet Broadband
• Strong organizational, oral & written communication skills
• Must be self-motivated, detail-oriented, and a team player
• Quick to collaborate and coordinate with team members when necessary
• Prior experience working with the Telecommunication Customer Care Department
• Strong math and critical reasoning skills
• Customer relationship management and interpersonal Skills
• Integrity and Honesty
• Resourceful, result-oriented, and customer-oriented Approach
• Key Performance Indicators include MTTR, Network Uptime, Customer Satisfaction Score (CSAT), Total Tickets & Tickets per Customer, First Response Time (FRT), and First Contact Resolution (FCR)