The Role
Act as first point of contact for subscribers—resolve inquiries, manage subscriptions and payments, troubleshoot decoders/smartcards/satellite/app issues, handle billing disputes, and recommend upgrades to improve customer experience.
Summary Generated by Built In
Our client is telecommunication
company in Nigerian.
The
Customer Service Representative will be the first point of contact for subscribers.
The primary goal is to deliver excellent service by resolving customer
inquiries, managing account subscriptions, troubleshooting basic technical
issues, and ensuring a positive customer experience.
- Respond promptly and professionally to customer inquiries via
phone, email, live chat, or in person.
- Assist customers with subscription activations, upgrades,
downgrades, and clearing error codes (e.g., E16, E32).
- Process subscription payments, resolve billing discrepancies, and
guide customers on using self-service payment platforms.
- Walk customers through basic technical troubleshooting for
decoders, smartcards, satellite signals, and the app.
- Listen to customer needs and recommend appropriate hardware
upgrades or premium channel packages to add value.
Requirements
- OND, HND, or Bachelor’s degree in any discipline.
- Minimum of 1 year of experience in a customer-facing role (call
center or walk-in customer service experience is a plus).
- Strong verbal and written communication skills with a friendly and
patient demeanor.
- Basic computer literacy and the ability to learn quickly subscription management software.
- Ability to talk to customers calmly and resolve issues
efficiently under pressure.
Skills Required
- OND, HND, or Bachelor's degree in any discipline.
- Minimum of 1 year of experience in a customer-facing role (call center or walk-in).
- Strong verbal and written communication skills; friendly and patient demeanor.
- Basic computer literacy and ability to learn subscription management software.
- Ability to troubleshoot decoders, smartcards, satellite signal issues, and the mobile app.
- Ability to process subscription payments, resolve billing discrepancies, and guide customers on self-service payment platforms.
- Ability to remain calm and resolve issues efficiently under pressure.
- Call center or walk-in customer service experience is a plus.
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The Company
What We Do
Alan&Grant is a People Development Company creating innovative HR & Organisational Development Solutions for result-driven organizations, focusing on improving performance and aligning the workforce.
