Customer Retention & CX Coordinator at IPNX Nigeria Limited

ipNX Nigeria Limited is one of Nigeria’s fastest growing Information and Communications Technology companies. In our business, we connect everything – people, information, and services. We are specialized in network connectivity, and delivery of internet, telephony, television as well as cloud-based software application services to corporate and residential customers.

We are recruiting to fill the position below:

Job Title: Customer Retention & CX Coordinator

Job ID: 118
Location: Victoria Island, Lagos
Department Customer Experience & Advocacy
Function: Supervise all activities of CX & Retention unit
Reporting to: Head, Customer Experience & Advocacy
Travel Frequency: Minimal

Purpose of the Job

Responsible for proactive relationship building with Customers. This position coordinates, executes, and manages outbound call programs built to effectively retain customers through positive Relationship building, listening to concerns/addressing issues and educating on available products and services.
Supervise all activities of the customer retention unit. Identify /execute retention Strategies that reduce churn and increase customer loyalty in other to sustain revenue. Gather feedback from customers and provide update to the Leadership.

Expected Key Results

Reduce customer churn
Increase customer loyalty
Customer Retention
Manage data usage administration /complaint
Elicit concrete information from customers via surveys and campaign for excellent Customer Experience
Request processing for customers
Complaint tracking.

Educational Qualifications & Functional Skills