About this role
Job Title: Customer Care Executive Location: Obalende, Lagos Employment Type: Full-time Reports To: Manager, Customer Care Department
Job Summary
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.
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
Requirements
- Bachelor's Degree/HND, preferably in Science or a related discipline.
- NYSC certified.
- 1–3 years' experience in Telecommunications or an ISP.
- Good knowledge of Leased Lines, Broadband, FTTH/FTTX, VoIP, IPTV, IoT, and telecommunications operations.
- Previous experience in a Telecommunications Customer Care role is highly desirable.
- Strong communication, interpersonal, problem-solving, and customer relationship management skills.
- Self-motivated, organized, detail-oriented, and results-driven.
Salary
N100,000– N200,000 per month Plus Incentive.
Application Closing Date
1st October, 2026.