Department: Operations
Location: Lagos
Job Objective
Proactively manage WIOCC’s service desk channels, be the client first-contact champion and ensure all client issues are ticketed to meet quality and performance levels that ensure client delight.
Key Duties & Responsibilities
- Client query/issue handling. Ensuring client queries or issues are captured, validated, and open tickets for further processing by the NOC
- Communicating with clients. Ensuring that various types of information are communicated to clients through the appropriate channel(s)
- Automation. Ensuring improvement of the above two processes through analysis, reviews and reporting, as well as through automation, competence building, knowledge sharing and other organisational changes
- In conjunction with client service managers, conduct client satisfaction surveys and generate reports
- Assessment of client satisfaction/lack of it once an incident is resolved – through calls/emails among others
- Monitors client complaints and addresses issues raised
- Collaborate on policies and standard operating procedures with the department head.
- Identify service concerns, issues, challenges and liaise with other stakeholders to ensure the problem is promptly actioned
- Ensure data integrity of ticketing systems
- Monitors service desk channels and collects performance data
- Manage and coordinate the escalation of urgent and complicated support issues to the respective teams
- Establish new and report of existing progress reports and performance metrics to measure system effectiveness and productivity
- Monitor problem management database and follow up with assigned personnel to ensure timely resolution of problems
- Generation of various service desk reports in an accurate manner and distribution in an effective and timely manner
Experience & Skills
- Requires a minimum of 2 years experience in the telecom industry including experience in service desk, customer service or similar fields
- Effective written and verbal communication skills evidenced by work history and accomplishments
- Knowledge of at least one trouble ticket system, NetSuite (desirable)
- Excellent communication and soft skills, including the ability to listen, summarise and concisely share key information with clients
- Demonstrate ability to manage multiple priorities and solve problems in a fast-paced environment
- Respond to a broad range of service requests for support by providing information to fulfil requests or enable resolution
- Promptly allocates unresolved calls as appropriate
- Maintains records, informs users about the process and advises relevant persons of actions taken
Minimum Qualifications
- Bachelor’s degree in IT, Telecommunications (or equivalent) in a related field
- Project Management
Attributes
- Client focused, relationship builder
- Integrity, honest with high ethical standards
- Boundless, passionate and flexible
- Personnel excellence, accuracy and attention to detail
- Collaborative, achieve results through teamwork and partnerships
- Strong analytical skills and ability to collate and interpret data from various sources
- Excellent English language communicator with a natural aptitude for dealing with people
- Good network diagnostic skills, attention to detail, concise, accurate, urgency, meticulous
- Willing to work on a 24/7 shift including nights, weekends and public holidays / on-call as required
How to apply
Interested candidates are encouraged to apply by submitting their updated CV including three referees. The deadline for application is on or before 27 March 2025. Applications should be sent to [email protected] indicating the job position in the Subject Line.
