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Job: Retention Officer at IpNX Nigeria Limited

Job: Retention Officer at IpNX Nigeria Limited

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.

Educational Qualifications & Functional Skills:

Minimum Requirements: HND/B.sc, any Discipline.

Minimum Experience: 1-2 years’ experience in customer care

Work Experience:

Customer Relations, Sales, Marketing, Human Relations (Any other Human Related) in Telecoms company


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