Provide backend support for all customer facing units including call centres, shops and corporate sales teams.
Resolve all customer complaints routed via Remedy, email, SMS and other channels as assigned by the Supervisor
Acknowledge receipt, investigate, resolve and provide feedback for customer complaints received via letters or from top management. Conduct post resolution follow up with the customer to ensure compete satisfaction.
Provisioning of voice and data services and rectification of service defaults on prepaid, postpaid and staff lines and resolution of related issues.
Resolution and closure of assigned queries within SLA
Investigation and resolution of failed provisioning requests escalated from other units.
Investigation and Resolution of all escalated VAS requests
Fast track resolution of VIP queries including blackberry, data services and roaming.
1st line support for VAS issues like Black berry, GPRS, 3G, MMS, and all Data related issues.
Resolution of One Network related queries for IN Roam and Out Roam Subscribers in Nigeria and One Network Countries.
Resolution of dropped balance issues and facilitating refunds for affected customers
Foster relationships with stakeholders and other support teams to improve service delivery.
Ensure that all interactions with the subscriber result in satisfaction