About this role
Customer Care Executive
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Job Type Full Time
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Qualification BA/BSc/HND
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Experience 1 - 3 years
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Location Lagos
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City Obalende
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Job Field Customer Care, Success and Service
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Job Summary
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We are seeking a Customer Care Executive with experience in the Telecommunications or Internet Service Provider (ISP) industry to manage customer inquiries, complaints, trouble tickets, service follow-ups, and customer relationships while ensuring timely resolution and excellent service delivery.
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Key Responsibilities
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Handle and resolve customer complaints and service issues promptly.
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Raise, monitor, follow up, and close trouble tickets.
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Coordinate with technical/support teams to ensure timely issue resolution.
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Follow up on invoices and customer receivables/collections.
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Monitor and support service improvement and MTTR targets.
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Build and maintain strong customer relationships.
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Identify and generate potential sales leads.
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Maintain accurate records of customer interactions and resolutions.
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Key Performance Indicators
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Customer Satisfaction (CSAT)
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First Response Time (FRT)
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First Contact Resolution (FCR)
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Mean Time to Repair (MTTR)
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Network Uptime
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Ticket Resolution Rate
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Requirements
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Bachelor's Degree/HND, preferably in Science or a related discipline.
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NYSC certified.
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1–3 years' experience in Telecommunications or an ISP.
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Good knowledge of Leased Lines, Broadband, FTTH/FTTX, VoIP, IPTV, IoT, and telecommunications operations.
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Previous experience in a Telecommunications Customer Care role is highly desirable.
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Strong communication, interpersonal, problem-solving, and customer relationship management skills.
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Self-motivated, organized, detail-oriented, and results-driven.