Please note that MainOne does not accept unsolicited resumes from recruitment agencies.
In the absence of a signed service agreement, MainOne will not consider or agree to any payment,
referral fee or such other compensation to a recruitment agency. In the event of the submission of an
unsolicited resume or referral from a recruitment agency without a signed service agreement,
MainOne reserves the right to pursue and hire any such candidates without any obligation (financial or otherwise)
to such recruitment agency.
In addition, MainOne does not support or approve hiring practices that obligate a candidate to pay a
portion of his/her remuneration to a recruitment agency as compensation for a referral to MainOne.
DECLARATION (Applicants)
I hereby declare that the information I will provide on my job application and supporting documents is
correct and can be relied on. If it is subsequently discovered that any statement or information is false,
misleading or copied from another source (in the case of assessments), my application may be disqualified.
The Customer Experience Officer will be responsible for monitoring and reporting customer experience in accordance with Company’s Customer Experience Strategy.
Specifically, other responsibilities include:
Effective monitoring and reporting of customer performance and utilization.
Maintain regular customer engagement via calls, emails, and meetings.
Support the process for communicating scheduled outage/emergency activities to internal and external customer base on a timely basis, ensuring availability of accurate data for escalation.
Follow-up with customers on communication for scheduled maintenance/visits to avoid any breach in SLAs.
Assist the relevant teams in timely equipment retrieval from customer premises.
Track/monitor operational issues, follow up with assigned personnel to ensure timely resolution of problems, and flag potential SLA breach.
Promptly review and reconcile outages or any breach in SLAs especially upon requests.
Schedule and execute customer service review meetings
Ensure up-to-date customer data across all systems by flagging non-uniformities and escalating, where necessary.
Support in the implementation of agreed SLA standards aimed at enhancing customer experience and promoting brand loyalty and awareness.
Track and report issues that may negatively impact overall customer experience daily and weekly.
Ensure 80% response rate to transactional CSI surveys.
Perform other tasks as may be required.
Qualifications, Skills & Competencies
Qualifications
· A Bachelor's degree in marketing, communications, advertising, business management, or in a related field preferred.
· At least 2 years post NYSC experience in a customer experience or customer support role.
Skills & Competencies
· Excellent interpersonal and relationship building skills.
· Very strong oral and written communication skills.
· Detail oriented and able to take ownership of assigned tasks.
· Accountable and dependable.
· Very strong organization skills and time management abilities.
· Proficiency in the use of MS Office suite.
Demands of the Job
· Ability to manage difficult situations and customers.
· Ability to read, analyze and interpret general business documents (terms and conditions, technical procedures, etc.)
· Keen attention to detail.
· Able to work under pressure and with minimal supervision.
· Time and priority management skills.
· High level of integrity and professionalism, especially in dealing with confidential information.
