ipNX Nigeria Limited is a leading provider of infrastructure-based Telecommunications and Information Technology services here in Nigeria. Leveraging more than a decade of experience, the company was formed by the divestment of the telecommunications services division of Telnet Nigeria Limited and has been in operation for many years. ipNX currently provi…

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Category: Outsourced

Purpose of the Job (Brief): The customer retention agent is responsible for engaging customers to obtain feedback on service and understand their behavior (lifestyle, preferences etc.) and to win back lost customers.

Responsibilities:

Identifying inactive subscribers and get them active on the network.
Identify and monitor unique customer trends and escalate.
Engage active customer to proactively identify unique customer issues and solve.
Ensure all customer feedback/complaints are documented, escalated to appropriate unit and also follow up till Head CEA Customer Retention Supervisor Retention Agent Retention Agent resolution.
Track /update and close all tickets on OTRS.
Process compensation, reimbursement, waivers and refunds for customers.
Maintain constant and effective communication with retail customers through surveys.
Identify and monitor unique customer trends and escalate.
Ensure all complaints are resolved.
Process request in timely manner and send updates to customers.
Effectively identifying and dealing with customer dissatisfaction.