Job Title: Senior Engineer, Customer Experience
Job ID: IRC4030
Location: Abuja
Job Type: Full Time
Job Summary
- Handling customer complaints, support activities to improve customer experience management and reduce churn.
Principal Functions
- Complaints demarcation
- Resolution of customer experience complaints
- Ensuring first call resolution of customer complaints
- Key Quality Indicators (KQI) monitoring
- Handling proactive customer-centric network performance improvement
- Predictive maintenance using data analytics to improve customer experience
- Tracking and improving Average handling time (AHT), Mean time to demarcate (MTD), time to recovery (TTR) for customer/subscriber incidents
- Customer insight and VIP monitoring
- Creation and generation of applicable CEM dashboards
- Generation of customer complaints handling report
- Perform other duties as assigned by the Head, NOC & BSS
Educational Requirements
- First Degree or equivalent in Electrical or Computer Engineering or relevant discipline
- Four (4) to six (6) years post NYSC work experience
- RF optimization experience
Experience, Skills & Competencies
Knowledge:
- Network availability and capacity management
- Network administration
- Network operations and maintenance
- Radio Frequency coverage and capacity optimization
- Network key performance indicator analysis
Skills:
- Communication
- Analytical
- Reconciliation
- Problem Solving
- Presentation
Behavior:
- Passion for Excellence
- Integrity
- Empowering people
- Growing people
- Teamwork
- Customer Focus.
Application Closing Date
Not Specified.
How to Apply
Interested and qualified candidates should:
Click here to apply online
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