Customer Experience Associate
About this role
Our client is telecommunication
company in Nigerian.
Job Summary
The
Customer Service Representative will be the first point of contact for subscribers.
The primary goal is to deliver excellent service by resolving customer
inquiries, managing account subscriptions, troubleshooting basic technical
issues, and ensuring a positive customer experience.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via
phone, email, live chat, or in person.
- Assist customers with subscription activations, upgrades,
downgrades, and clearing error codes (e.g., E16, E32).
- Process subscription payments, resolve billing discrepancies, and
guide customers on using self-service payment platforms.
- Walk customers through basic technical troubleshooting for
decoders, smartcards, satellite signals, and the app.
- Listen to customer needs and recommend appropriate hardware
upgrades or premium channel packages to add value.
Requirements
- OND, HND, or Bachelor’s degree in any discipline.
- Minimum of 1 year of experience in a customer-facing role (call
center or walk-in customer service experience is a plus).
- Strong verbal and written communication skills with a friendly and
patient demeanor.
- Basic computer literacy and the ability to learn quickly subscription management software.
- Ability to talk to customers calmly and resolve issues
efficiently under pressure.
Company at a glance
Alan & Grant, is a firm of consultants creating innovative HR & Enterprise Solutions. We focus on enabling performance improvements around our clients’ people, product and project concerns.
We work with different organizations to conceptualize, build and deploy bespoke solutions aimed at improving overall performance and align workforce to long-term corporate objectives ensuring sustained growth and profitability in the process.
Our core competences are in
HR Advisory Services
Organizational Development (structure, policies, systems audit and development), Outsourcing Management (including people, function and process areas), Employee/HR Analytics, Employee Performance Management Systems, Salary survey and payroll management, Job Evaluation & Design,
Human Capacity Development
Gap Analysis, Competency Assessment & Design, Training Plan Design & Management, Facilitation, Curriculum & Content Development, Graduate Trainee Induction, Learning Academy Design & Development.
Talent Acquisition
Workforce Planning, Talent Sourcing, Executive Recruitment & Selection, Role Outsourcing, Assessment Centre Design & Management.
Enterprise Solutions
Market Research, Product Performance Review, Strategy Development, Quarterly/Yearly Performance Review, Quality Management Systems (ISO Audit, Assessment and Certification Preparation)
Project & Programme Management
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