Description:Location: Kano (1), Kaduna(1), Lagos (2)Job Responsibilities
Oversee the collation of all information feeds from Churn Field Agents
Verify and log all cases of Retrieved / Monitored / Other Systems
Ensure all data recorded in monitoring process is accurate and valid
Executes payments directly to Churn Agents and DCAs for
Collates all financial expenditure data in relation to retrieved systems
Ensures accuracy of Customer Contract cancellation paperwork
Facilitates liaison between Field Agent and Technical Services where required
Educational Qualifications & Functional / Technical Skills
1st Degree in any discipline
Preference for at least 3-4-year experience in administrative roles (i.e. Finance and Admin)
Preference for suitable candidates from within Txtlight Power Solutions (Lumos)
Background in high-volume environments i.e. Call-Centre, and comfortable with high volume of paperwork and well-established systems and process
Preference given to those who demonstrate sound / advanced working knowledge of MS Excel.
Relevant Experience
Demonstrates history or at least preference to working in a dynamic, fast-paced environment, with clear results orientation
Demonstrates ability to take responsibility for personal targets, can think creatively to find solutions to persistent churn-related problems
Other RequirementsThe role requires a combination of administrative ability with effective communication skills. Back Office Agent will be required to undertake “Cold-Calling” and well as administrative activities.Detail Oriented – Understands the need for highly-accurate, well presented data points as the foundation of management tools. Is committed to accurate record-keeping which is easily intelligibleSystems Thinking – Can understand and work within a predefined system, adhering to parameters and reporting requirements. Maintains a high-level of rigor to ensure that all documentation and data-entry is managed as expected within the systemEffective Communication – Well-spoken and presentable, able to clearly articulate the terms of service and contractual obligations between Lumos and Customer. Ability to clearly outline the options available to customer to resolve their debt profile. Meets regional language requirements dependent on location.Good Time-Management – Can work effectively with customer cases provided, plan and manage personal time effectively to secure the maximum number of case resolutions possible.Mature Personality – Approaches challenging customers with calm, professional manner and can turn-around potentially negative or challenging situations in the company’s favour. Understands how to manage problem customers by employing listening skills and ensures they are not seen as threateningTeam-Player – Committed to supporting the performance of the team through information-sharing, lead-sharing and escalation
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