About TELEWYZ
We are a recently licensed Mobile Virtual Network (MVNO) by the Nigerian
Communication Commission (NCC) providing a digital first, innovation driven mobile service with the intent of offering improved quality and network availability nationwide while providing world class experiences that will empower our customers in achieving abundant living.
We have a strong ambition to becoming the market leader in our segment hence we are seeking self-driven and highly motivated individual to join our team as “Customer Experience Agent” who will play a pivotal role in ensuring exceptional customer service to our customers while leveraging data analytics to drive operational excellence.
Job Description
Telewyz is a digitally innovative telecommunications company dedicated to delivering top quality services to our customers. We are committed to providing excellent customer experiences, and our experience center plays a crucial role in achieving this mission. As we continue to grow, we are seeking a team of young, smart and intelligent Customer Experience Agents to address customer enquiries, resolve complaints and troubleshoot concerns with utmost professionalism and efficiency
Duties & Responsibilities
- Professionally answer incoming phone calls from customers and address their inquiries and complaints with empathy and courtesy.
- Utilize available resources to conduct research and gather the required information to effectively assist customers.
- Operate telephone equipment, automatic dialing systems, and other telecommunications technologies to proactively contact prospective customers.
- Take ownership of customer complaints and work towards swift and satisfactory resolutions.
- Provide comprehensive information about Telewyz services and products to customers.
- Identify and escalate priority issues to Team Leads for prompt attention and resolution.
- Adhere to procedures, rules, and regulations to the operational standard of Telewyz
- Follow up on complex customer calls as necessary to ensure a positive customer experience.
- Document call details, including notes and reports, in the Customer Relationship Management (CRM) system.
- Gather and evaluate all relevant data to effectively handle customer complaints and inquiries.
- Record and maintain accurate records of customer comments, inquiries, complaints, and actions taken.
- Escalate customers’ queries to the appropriate units for prompt and efficient resolution.
- Capture customers’ details accurately in the system to maintain comprehensive records.
- Contribute to the overall team effort by accomplishing assigned tasks and supporting colleagues.
- Perform other duties as assigned.
Educational/ Professional Qualifications and Experience
- Must possess a minimum of a SSCE certificate
- Must be a self-starter who is able to work on own initiative
- Must be able to speak English and at least 1 Nigerian Language fluently
- Good communication skills; both written and verbal.
- Analytical and problem-solving skills.
- Computer literacy.
- Ability to stay calm when customers are upset.
- Ability to answer a high volume of calls and emails daily.
- Ability to work remotely
How to Apply:
If you are a dynamic, forward-thinking and technologically driven young Nigeria, we encourage
you to apply by hitting the link below
