Customer Service Officer (CSO0126)

Job Summary

• An ISP in Lekki Phase 1 is seeking a proactive, customer-focused, and highly organized Customer Service Officer to join our team.
• The successful candidate will be responsible for managing customer relationships, handling service requests and complaints, coordinating with technical teams, and ensuring excellent customer experience across our Internet and Telecommunications services.
• The ideal candidate must possess strong communication skills, customer service expertise, and experience within an ISP, Telecommunications, ICT, or Technology Services environment.

Key Responsibilties

• Serve as the first point of contact for customers regarding service inquiries, complaints, and support requests.
• Log, track, and follow up customer issues through the company's ticket management system.
• Coordinate with the Network Operations Center (NOC), Technical Support, and Project teams to ensure timely resolution of customer issues.
• Provide customers with periodic updates on service requests, incidents, outages, and fault resolutions.
• Escalate unresolved issues in accordance with established escalation procedures.
• Monitor customer satisfaction and ensure service delivery meets agreed service standards.
• Manage customer onboarding and service activation communications.
• Maintain accurate customer records and interaction logs.
• Prepare daily, weekly, and monthly customer service reports.
• Assist in customer retention initiatives and relationship management.
• Follow up on service restoration and customer feedback after issue resolution.
• Support the achievement of departmental customer experience and retention objectives.

Requirements
Educational Qualification:

• Bachelor's Degree or HND in Business Administration, Mass Communication, Marketing, Computer Science, Information Technology, or any related discipline.

Experience:

• 2–4 years relevant experience in Customer Service, Customer Support, Helpdesk Operations, or Client Relationship Management.
• Experience in an ISP, Telecommunications, ICT, or Technology Services company will be a significant advantage.

Age Requirement:

• Between 25 and 32 years.

Location Requirement:

• Applicants must reside within or around Iyana Oworo, Lagos Island, Lekki, Ajah, Victoria Island, Ikoyi, Maryland, Ketu, Magodo, Gbagada, or adjoining areas to ensure easy accessibility to the office and prompt response to operational requirements.

Required Skills and Competencies:

• Excellent verbal and written communication skills.
• Strong customer relationship management skills.
• Experience using ticketing/helpdesk systems.
• Good problem-solving and complaint-handling abilities.
• Ability to work under pressure and meet service timelines.
• Strong interpersonal and conflict-resolution skills.
• Proficiency in Microsoft Office applications.
• Ability to prepare reports and maintain accurate records.
• Knowledge of Internet and Telecommunications services is an added advantage.

Benefits

• Competitive Salary
• Health Insurance (HMO)
• Pension Contribution
• Career Development Opportunities
• Professional Training and Certifications
• Supportive Work Environment.

How to Apply
Interested and qualified candidates should send their CV to: careers.recruitment17@gmail.com using the Job Title as the subject of the email.