e.Stream Networks Limited, an ISO9001 Quality Certified company is a licensed broadband communications provider dedicated to providing suitable connectivity solutions for businesses. With over a decade in the ICT sector and presence all over Nigeria, we leverage on providing a unique combination of industry experience and expertise in our service offering to all our clients across the country.
We are recruiting to fill the position below:
Job Title: Tele-Sales Executive
Location: Victoria Island, Lagos
Reports to: Senior Manager, Retail Sales
Job purpose
- Tele-sales Executiveis responsible handling customers’ issues and complains telephone calls, emails and web notifications from customers regarding concerns they may have with their service and also maintaining good customer relationships.
Duties and Responsibilities
Technical / Analysis and Problem Solving:
- Answer incoming telephone calls, emails and web notifications from customers regarding concerns they may have with their service
- Make regular, outbound phone calls to the customer base to prevent customer churn
- Support customers in resolving their issues in a timely manner
- Manage open tickets and tasks for customer throughout the day, and document conversations in ticketing system
- Handle “escalated” calls from Level 1 and 2 support representatives when needed
- Re-negotiate customer contracts, customer credits, and product changes to prevent churn, under the supervision of Customer Retention Manager
- Respond to customer moves/adds/changes and prepare all necessary paperwork
- Adhere to Policy and Procedures as established within the department and the company
Customer Focus:
- Maintaining cordial relationship with dealers and customers
- Ability to deal with customers and resolve issues in a positive way
- Excellent communication skill
- Time management skill
- Interpersonal, Relationship Management & Collaboration:
- Prompt resolution of customer’s complains and queries by liaising with appropriate unit.
Requirements
Education & Work Experience:
- 1-2 years customer service and/or sales experience, with account management experience a plus.
- Experience negotiating contracts and managing long-term mid-to enterprise level B2C accounts
- Experience with ticketing systems and customer databases
- Exceptional interpersonal skills and a strong customer orientation
- Demonstrated customer service skills and multi-tasking skills essential
- Works as a team member as well as an individual.
- Ability to multi-task
- Relevant Professional Certificate will be an added advantage (NIPR, NIM)
- Competency, Skills & Certifications:
- Advance Negotiation Skills.
- Good interpersonal Skills.
- Presentation Skills.
- Customer Oriented Skills.
- Computer Skills
KPIs:
- To resolve customers’ complain and queries.
- Answer incoming telephone calls, emails and web notifications from customers regarding concerns they may have with their service
- Make regular, outbound phone calls to the customer base to prevent customer churn
- Support customers in resolving their issues in a timely manner
- Manage open tickets and tasks for customer throughout the day, and document conversations in ticketing system
- Handle “escalated” calls from Level 1 and 2 support representatives when needed
- Re-negotiate customer contracts, customer credits, and product changes to prevent churn, under the supervision of Customer Retention Manager
- Respond to customer moves/adds/changes and prepare all necessary paperwork
- Adhere to Policy and Procedures as established within the department and the company
Working conditions
- The incumbent may be required to sit in cold (air conditioned) rooms for a long time.
- The incumbent may be required to travel out of station occasionally.
Physical requirements
- This position does not require any physically demanding task. However, the incumbent should be physically fit to withstand the both physical and mental demands.
Direct reports:
Application Closing Date
8th September, 2020.
Method of Application
Interested and qualified candidates should send their CV to: careers@estreamnetworks.net using the Job Title as subject of the email.
Note: Only qualified candidates will be shortlisted.