Ongoing Recruitment in an Internet Service Provider Company in Lagos

Lorache Group – Our client, an Internet Service Provider/ICT with coverage across the country, is recruiting suitably qualified candidates to fill the positions below:

Job Position: Channel Support (Voice) – Executive
Location: Lagos
Function / Domain: Customer Service / Customer Interaction Group
Reporting To: Supervisor – Call Centre
Major Deliverables

• Maintain two way communication medium to ensure redressal provided is also shared with Channel
• Maintain and build lasting customer relationships by ensuring concerns attended are resolved
• Ensure relevant communications, records and data are updated and recorded
• Identify and escalate situations requiring urgent attention to appropriate department
• Prepare daily activity reports and share with TL / Supervisor and HOD
• Ensure High levels of Customer Centric attitude to ensure resolution to customer concerns
• Ensure that calls are answered within defined threshold of 20 seconds
• Handle customer complaints, requests and queries shared by Channel Partners via inbound calls
• Emphasis on First Level Trouble shooting and concern redressal

Requirements/Qualification

• Graduate /Post graduate qualification

Desired Experience:

• 1 to 3 years

Essential Attributes:

• Computer Knowledge,
• Customer Focus,
• Excel Knowledge is a Must,
• Languages – Hausa, Yoruba, Igbo and English
• Internet and Tech savvy,
• Customer query resolving skills,
• Sales Acumen,

Desired Attributes:

• Relevant Industry Experience Preferred.

Job Title: Enterprise Support – Executive
Location: Lagos
Function / Domain: Customer Service / Customer Interaction Group
Reporting To: HOD Customer Service
Major Deliverables

• Ensure all concerns are addressed within SLA committed with the customer
• Maintain records of SLA breaches and process recommendation for Service Extension or Prorated Compensation where resolution is delayed at company’s end
• Ensure relevant communications, records and data are updated and recorded
• Maintain commercial records on payments, invoices, discounts or compensation extended on individual customer’s accounts
• Identify and escalate situations requiring urgent attention to appropriate department
• Prepare daily activity reports and share with TL / Supervisor and HOD
• Ensure High levels of Customer Centric attitude and calls answered within defined threshold of 20 seconds
• Emphasis on First Level Trouble shooting & redressal of complaints / service affecting issues over phone.
• Maintain two way communication medium to ensure redressal provided is shared with customer over phone & email
• Assist customers in setting up and/or troubleshooting problems with their service as necessary.
• Liaise with the sales and technical operations officials as needed to meet customer’s needs.

Requirements/Qualification

• Post graduate qualification

Desired Experience:

• 1 to 3 years

Essential Attributes:

• Customer Focus,
• Computer Knowledge,
• Commercial & Sales Acumen,
• Good written communication,
• Should posses Analytical & Comprehension skills,
• Internet and Tech savvy,
• Excel Knowledge,
• PRTG,
• M2000 or similar NMS applications is a MUST

Desired Attributes:

• Relevant Industry Experience Preferred.

Job Title: Social Media Executive (ISP)
Location: Lagos
Function / Domain: Customer Service / Customer Interaction Group
Reporting To: Supervisor – Call Centre
Major Deliverables

• Render support on queries and technical issues (L2) regarding devices and network
• Exercise diagnostic skills for proper resolution as per process
• Handle customer complaints on behalf of HOD-CSD
• Manage customer complaints originating via chat or email or social networking sites
• Help customer purchase new accounts or plan upgrade via Web Chat.
• Provide 100% assistance to customers reaching Customer Service via Web Chat

Requirements/Qualification

• Post graduate qualification

Desired Experience:

• 1 to 3 years

Essential Attributes:

• Focus on customer delight,
• Good written communication,
• Should possess Analytical & Comprehension skills,
• Adapt at resolving customer query & complaints,
• High familiarity with social media related communication,
• Required to work on multiple client applications,
• Required to work in multiple rotational shift pattern to support operational requirement,
• Posses Commercial and Sales Acumen,
• Excel Knowledge is a Must

Desired Attributes:

• Relevant Industry Experience Preferred.

Job Title: Team Lead – Quality Analyst
Location: Lagos
Function / Domain: Customer Service
Reporting To: HOD Customer Service
Major Deliverables

• To monitor transaction quality of agents over phone, email & chat transcripts
• To maintain performance report of individual Team Members
• Audit processes for identifying process gaps and provide inputs for process efficiency
• Prepare monthly performance reports for Management reviews & Action Plan
• Conduct Root Cause and Training Need Analysis for various process
• Responsible for team motivation and Create team synergy for enhanced KPI performance
• Prepare certification module and evaluate each batch before release to operations teams
• Provide inputs to Supervisor Contact Centre for new process and refresher trainings to teams.
• Maintain records of QA reports history of officials and share them with Supervisor / HOD every week.

Requirements/Qualification

• Post graduate qualification

Desired Experience:

• 3 to 5 years

Essential Attributes:

• Customer Focused,
• Result oriented, Leadership quality,
• Energetic & Assertive,
• Knowledge of AVAYA and reporting structure,
• Proficient with Excel,
• Word & Power point,
• Team Player

Desired Attributes:

• Relevant Industry Experience,
• Should have Planning and organizing skills,
• Good interpersonal skills.

Job Title: Territory Sales Manager (TSM)
Location: Abuja
Job Summary

• To ensure increase in sales revenues and maintain customer relationships within an assigned geographical area.

Responsibilities

• Devise effective territory sales and marketing strategies
• Handling a territory with 30-50 Base stations, 2/3 of our Client’s SNS/40-50 Dealers and Key retail outlet.
• Handle a team size of around 10 direct repartees.
• Recruitment of Dealer/Distributors.
• Collection from Dealers & Key retail outlets
• Target vs Achievement- Daily/Weekly/Monthly
• Direct Sales to SMEs
• Our Client’s owned Shop Management-admin/branding.
• Organizing BTL activities to enhance the sales.
• Work on Low fill BTSs
• Performance management
• Finding ways to ensure efficiency of sales operations Maintaining customer relationships
• Setting and meeting sales targets to increase revenue
• Analyze data to find the most efficient sales methods
• Meet with customers to address concerns and provide solutions Discover sales opportunities through consumer research Present products and services to prospective customers Participate in industry or promotional events (e.g. trade shows) to cultivate customer relationships
• Conduct training in sales techniques and company product attributes
• Assess sales performance according to KPIs
• Mentoring team
• Monitor competition within assigned region
• Prepare and submit reports to Regional Sales Manager.

Requirements

• BSc/BA in Business, Marketing or any related field
• Proven experience in telecom/ISP/FMCG
• Minimum of 5 years in a supervisory position
• Proven track record of increasing sales and revenue; field sales experience is preferred
• Ability to develop sales strategies and use performance KPIs
• Proficient in MS Excel/Word, PPT
• Excellent communication skills
• Organizational and leadership ability
• Problem-solving aptitude.

Job Title: Territory Sales Manager (TSM)
Location: Oyo
Job Summary

• To ensure increase in sales revenues and maintain customer relationships within an assigned geographical area.

Responsibilities

• Devise effective territory sales and marketing strategies
• Handling a territory with 30-50 Base stations, 2/3 of our Client’s SNS/40-50 Dealers and Key retail outlet.
• Handle a team size of around 10 direct repartees.
• Recruitment of Dealer/Distributors.
• Collection from Dealers & Key retail outlets
• Target vs Achievement- Daily/Weekly/Monthly
• Direct Sales to SMEs
• Our Client’s owned Shop Management-admin/branding.
• Organizing BTL activities to enhance the sales.
• Work on Low fill BTSs
• Performance management
• Finding ways to ensure efficiency of sales operations Maintaining customer relationships
• Setting and meeting sales targets to increase revenue
• Analyze data to find the most efficient sales methods
• Meet with customers to address concerns and provide solutions Discover sales opportunities through consumer research Present products and services to prospective customers Participate in industry or promotional events (e.g. trade shows) to cultivate customer relationships
• Conduct training in sales techniques and company product attributes
• Assess sales performance according to KPIs
• Mentoring team
• Monitor competition within assigned region
• Prepare and submit reports to Regional Sales Manager.

Requirements

• BSc/BA in Business, Marketing or any related field
• Proven experience in telecom/ISP/FMCG
• Minimum of 5 years in a supervisory position
• Proven track record of increasing sales and revenue; field sales experience is preferred
• Ability to develop sales strategies and use performance KPIs
• Proficient in MS Excel/Word, PPT
• Excellent communication skills
• Organizational and leadership ability
• Problem-solving aptitude.

Job Title: Head of Sales (ISP)
Location: Lagos
Reports to: CEO
Overall Objectives

• Grow revenues and customer base and achieve the business plan.
• Build and lead an effective sales organization.
• Provide market insight and creativity to the Leadership team.

Role Description

• Build and lead an effective sales organization and develop appropriate channels.
• Forecast and deliver business performance.
• Understand the; needs of the customer, the market, the competition and the operating environment.
• Understand the product and contribute to its continuous development.
• Manage the sales team and implement a performance management system.
• Be a key contributor and member of the Leadership team.
• Represent the company as a spokesperson, as required.

Key Performance Indicators:

• Monthly sales and revenues.
• Contributions to the Leadership team meetings.
• Accuracy of forecasting.
• Number of active channel Partners.

Qualifications

• B.A or B.S/MBA

Experience:

• Candidate MUST have 10 years and above sales experience from an Internet Service Provider, Telecoms, or FMCG Sector.

Person Profile:

• Senior manager with proven experience building and growing a multichannel sales organization incl.: Channel Partners, direct sales and retail targeting the consumer and SME sectors.
• Possess the stature and maturity to immediately gain the respect of colleagues and business partners.
• Ability to influence at all levels and across functions.
• Excellent sales hiring and training skills and possess strong verbal and writing skills.
• Excellent negotiating and analytical skills and the ability to forecast.
• Ideally, a telecommunications background with ten years in a leading sales role.
• Ability to manage conflict with; staff and / or business partners.
• Potential to grow into a full Sales & Marketing role (Commercial Head).

Method of Application
All qualified candidates should send their Applications and CV’s to: jobs@lorachegroup.com using the position and location applied for as subject of the mail.

Application Deadline 11th January, 2018.