Job Title: Billing Support Officer
Location: Lagos
Employment Type: Full-time
Purpose of the Job
- The Billing Support Officer deals with customers complaints via telephone and emails.
- They are required to handle a variety of functions, including end to end resolution of Billing issues.
- Officers make an important contribution to customer satisfaction by providing a prompt, efficient and courteous service to callers.
Key Activities
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- Ensure Customer satisfaction at every contact via Phone on all Billing issues/Enquiries
- Ensure Customer satisfaction
- Excellent Listening, questioning and communication skills
- Adhere to the telephone etiquette Billing Support Supervisor Billing Support Officer
- Informs customers by explaining procedures; answering questions; providing information and feedback
- Ensure prompt response to in-bound calls
- Must be clear, direct and not vague in their communication with customers
- Manage large amounts of inbound and/or outbound calls in a timely manner
- Meet personal/team qualitative and quantitative call targets.
- Customer Engagement
- Follow communication scripts when handling different Billing topics
- Identify customer’ needs, clarify information and provide solutions and/or alternatives
- OTRS Tickets
- Ensure prompt and accurate response to tickets
- Customer Retention Rate
- Provide excellent customer service in such a way that we can retain the customers
- Must be the voice of the Customer
- Maintain a high completed Call rate
- Ensure that the Call abandonment rate is very less than 10%
- Maintain a call completion rate of 90%
- Ensure that in-bound calls are picked before the third ring
- Escalations
- Must promptly escalate issues that they cannot handle to their supervisor
- Must avoid keeping the customer waiting on a call
- Identify and escalate priority issues observed.
Educational Qualifications & Experience
- Candidates should possess an HND / B.Sc in any discipline
- Minimum of 6 months experience in a contact center
HOW TO APPLY
Interested and qualified candidates should send their Resume to: [email protected] using the Job Title as the subject of the email.
Deadline: March 16, 2023
Job Features
Job Category | Support Staff |