SENIOR CUSTOMER SERVICE REPRESENTATIVE AT TIMELESS TELECOMS | CUSTOMER SERVICE JOBS IN LAGOS

About Company:

Timeless Telecom was established in 2009 with the primary purpose of providing internet services. We started as an independent provider of last-mile, satellite-based, connectivity and access solutions for their mining and engineering clients in Nigerla. We are one of Nigeria's fastest-growing ISPs. We understand ICT technology, and we specalised in providing you with top-quality broadband, voice, as well as other related ICT equipment. What makes us unique is that we are an end-to-end provider, which means that when you deal with us, we own and manage your whole Telecoms and Broadband infrastructure.

Job Description:

We are seeking a high-caliber and results-oriented professional to join our team in Ikeja. In the competitive Telecom and ISP landscape, success is defined by "SLA Integrity", the ability to resolve complex corporate service issues with speed and precision before they impact business continuity. This role is designed for a "Client Advocate" with at least 1 year of experience in the Telecom sector who can blend "Technical Empathy" with the "Analytical Grit" required to manage high-priority corporate accounts.

Your mission is to ensure "Zero-Churn through Proactive Service Excellence." You will be the primary liaison for our corporate partners: responsible for navigating technical bottlenecks, de-escalating grievances, and reinforcing the value of our connectivity solutions. If you possess "Exceptional Communication Skills," a background in Marketing or Business Administration, and the resilience to thrive in a fast-paced ISP environment, we want you to drive our service delivery.

Requirements:

1. Corporate Issue Resolution & Technical Liaison

• Grievance Governance: Act as the strategic point of contact for corporate complaints, ensuring that every issue is tracked, analyzed, and resolved within established Service Level Agreements (SLAs).

• Cross-Functional Coordination: Liaise between corporate clients and internal technical teams to expedite the resolution of network outages or service degradations.

• Root Cause Intelligence: Analyze recurring service issues to identify systemic patterns and propose long-term solutions to management.

2. Relationship Stewardship & Account Retention

• Value Reinforcement: Maintain frequent engagement with corporate stakeholders to ensure our service offerings continue to align with their evolving business needs.

• Churn Mitigation: Identify "at-risk" accounts through behavioral data and implement proactive retention strategies to secure long-term contracts.

• Customer Feedback Loop: Systematically collect and document corporate feedback to influence future product and service improvements.

3. Operational Excellence & Reporting

• Data-Driven Documentation: Maintain high-fidelity records of all customer interactions and resolution outcomes using CRM tools.

• Performance Reporting: Prepare periodic reports for management on resolution times, corporate satisfaction levels, and account health.

• Process Innovation: Actively suggest ways to streamline the customer engagement journey to enhance the overall corporate experience.

Qualifications and Skills:

Professional Profile

• Education: Bachelor’s degree in Marketing, Communication, Business Administration, or a related field.

• Experience: Minimum of 1 year of specific experience within the Telecom or ISP sector in a similar corporate support role.

• Age Limit: Not more than 40 years old.

Core Competencies

• Communication Mastery: Strong verbal and written skills for professional engagement with corporate executives.

• Analytical Grit: Ability to dissect complex complaints and prioritize tasks in a fast-paced environment.

• Relationship Focus: Proven ability to build and sustain trust with high-value clients.

Salary

Application Closing Date: Not specified

Application Instructions:

Interested and qualified candidates should send their CV / Resume to: trecruitment@timelessnet.com using the Job Position applied for as the email subject.

Note: Only qualified candidates will be contacted.