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Ongoing recruitment at IpNX Nigeria Limited

Customer Service Officer Job Vacancy at Zerofinance Limited

Ongoing recruitment 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: Product Analyst
Job ID: 21
Location: Lagos
Department: Network Services Division
Reporting to: Product Manager
Travel Frequency: Occasionally
Purpose of the Job (Brief)

  • The Product analysts carry out market research to identify new opportunities for existing products and developing new products ideas.
  • He/she will interview customers to discuss their future product requirements, and they review published research reports to identify gaps in the market that their company could meet.
  • Establishing market requirements provides a framework that enables product development team to prepare design proposals based on fact, rather than guesswork.
  • They analyze their own products and those of competitors, comparing performance and features with current market requirements. Product analysis provides the product team with a benchmark for new product performance.

Expected Key Results (Detailed KPIs)

  • Submit/review a product strategy and roadmap for Voice and Wi-Fi.
  • Submit a product review on existing products (FOS, Voice, Wi-Fi, Data services) One per quarter.

Key Activities:

  • Work with team to define the product strategy and roadmap by outlining standard procedures for developing, iterating and launching products, and facilitating the development of those products from conception to creation.
  • Develop a survey per Quarter, analyze and share the results of the survey with key stakeholders.
  • Use analytics (website, social media, and company CRM) to gather customer needs.
  • Determine why customers churn by calling and visiting churned customers, checking customer habits and defining customer.
  • Visit events and venues where deployment is made. and report customer feedback(Needs and complaints).

Key Activities:

  • Identify existing & latent customer need for enhancement of services; leverage on existing functionalities & enhance it further for extended product life cycle. Determines customers’ needs and desires by using industry standard research to obtain market information.
  • Generate, update and submit intelligence report weekly.
  • Attend conferences and events related to product and sector.

Key Activities:

  • Perform Market and Competitor Analysis, collate data and generate intelligence report. Regularly update product manager on competitive intelligence report.
  • Develop pricing model quarterly.
  • Submit product price reviews and projection quarterly.

Key Activities:

  • Analyse product pricing by utilising market research data; reviewing production and sales costs; anticipating volume; costing special and customised services. Work with the Product team to develop pricing models for products.
  • Hold product training and briefs for sales staff quarterly.
  • Propose a sales incentive and promotion scheme that will drive an increase in sales.

Key Activities:

  • Assist team in handling presentations and training for the sales force quarterly on product information or updates at sales meetings or conference. Identify more efficient product processes & revenue leakages.
  • Develop product communication plan/strategy and share with Line Manager and other stakeholders.

Key Activities:

  • Provide source data for product line communications by defining product marketing communication objectives. Work with marketing team to build collaterals, brochures, and product pricing. Undertake Reporting and tracking product KPI.

Demonstrate (Key competencies)
Educational Qualifications & Functional Skills:

  • B.Sc Engineering / Computer Science / Marketing / Sales / related disciplines.
  • Understanding Communications Network, Experience in a b2b, B2C sales environment; consistent track record of success in achieving product effectiveness and customer experience targets. Demonstrates a high level of organization and quality with Multitasks efficiency & priority setting.
  • Good Microsoft office suite competence, CRM competence, including Visio.
  • Exemplary communication skills – both face to face and over the telephone. Ability to communicate effectively at all levels of an organization.

Work Experience:

  • At least 2 years’ experience within the telecoms space; knowledge of the market, competitor behavior and strategy, including related product dynamics and product management.
  • Must demonstrate interpersonal capabilities.

Other Requirements:

  • Customer Focused
  • Ability to conduct market research
  • Action oriented
  • Result Driven
  • Cultivate Innovation
  • Critical thinking skills to recommend original and productive ideas
  • Time Management
  • Self Development.
Job Title: Retail Territory Manager
Job ID: 20
Location: Lagos
Department: Network Services Divison
Function: Business Development
Reporting to: Retail Manager, Global
Travel Frequency: Rarely
Purpose of the Job (Brief)

  • The Retail Territory Manager is responsible for protecting revenue, securing new revenue within ipNX’s existing clients’ portfolio as well as seeking/hunting out new clients & businesses within the assigned territory.
  • The role ensures driving an increase in ipNX retail business by collaborating with the account teams to recruit subscribers and building relationships to keep them and grow subscriber base.

Deliverables (Maximum 5-6 key responsibilities)
Expected Key Results (Detailed KPIs)

  • Achieve sales targets by developing new business with existing and potential clients within the territory.

Key Activities:

  • Agreed revenue targets are met within defined timeframes; structured plan created and followed through to achievement of targets.
  •  Undertake cold calling, ensuring that the number of calls meets call targets as set by management.

Key Activities:

  • Make agreed Cold Calls daily.
  • Ensure all required KYC customer requirements are met.

Key Activities:

  • 100% completion of KYC forms and provision of required documents
  •  Drive Direct Sales Executives (DSEs) to achieve their set target.
  • Train and mentor DSEs.

Key Activities:

  • All DSEs must achieve 10 new subscribers monthly.
  • Organise review sessions once a week.
  • Organise Training sessions twice a month.
  • Collate DSE sales and competitive intelligence reports and submit to Head, NSD.
  • Manage and maintain a pipeline and ensure all sales administration is kept current at all times using Sales Tracker software.

Key Activities:

  • Sales Tracker is 100% up to date and accurate at all times
  •  Actively and successfully manage the sales process: lead generation; credentials pitch; asking questions; solution pitch; negotiation; close.

Key Activities:

  • Accurate and current knowledge of ipNX’s products and services.
  • Attendance at industry related meetings/events and/or seminars.
  • Deliver an excellent client experience at all times, ensuring client needs are met or exceeded.

Key Activities:

  • Ensure that service to new customers is completed within the agreed timeframe.
  • Work with support to close all tickets opened for retail customers within 24 hrs.
  • Visit/call churned customers to get feedback and re-engage them to convert them back.
  • Works in collaboration with the team, developing good working relationships.

Key Activities:

  • Fosters good teamwork with DSEs and Account team.
  • Strengthen working relationship with the critical teams.
  • Works in a collaborative way with team. Increased understanding of clients and their requirements and what makes our service valuable.
  • Ensures compliance with ipNX values, policies and standards, and ensures compliance with all local statutory requirements.

Key Activities:

  •  Understands and complies with all company requirements. Can be relied upon to act respectfully and ethically.

Demonstrate (Key Competencies)
Educational Qualifications & Functional Skills:

  • B.SC/HND in Engineering / Computer Science / Marketing / Sales / related disciplines (Minimum of 2.2/Upper Credit).
  • Understanding communications Network, Experience in a b2b, B2C sales environment; consistent track record of success in achieving product effectiveness and customer experience targets. Demonstrates a high level of organization and quality with Multitasks efficiency & priority setting.
  • Good Microsoft office suite competence, CRM competence, including Visio.
  • Exemplary communication skills – both face to face and over the telephone. Ability to communicate effectively at all levels of an organization.

Work Experience:

  • At least 4 years’ experience within the telecoms space; knowledge of the market, competitor behavior and strategy, including related product dynamics and product management.
  • Must demonstrate interpersonal capabilities and leadership.

Prompt Response to Inbound Calls and E-mails:

  • Ensure initial call assessment, resolution (if possible) or escalation to the appropriate technical group.
  • Identify, document and alert supervisor of trends in customer calls.

Follow up on Unresolved Complaint/Open Tickets to Closure:

  • Ensure daily updates of all complaints not closed (open tickets) by following up with person(s), units and organizations responsible.

Timely Escalation/Feedback to Relevant Units:

  • Liaison with clients on updates of progress on Service Requests and Incidents reports ensuring they are kept up to date. Dissemination of information regarding network faulty condition, causes, planned outage period for repair/preventive maintenance.

Preparing Technical Reports:

  • Produce periodic error-free service reports in order to inform both management and external clients of service levels achieved and areas of service improvement required.
  • Prepare daily incidence summary reports.
  • Prepare monthly availability reports for customers.
  • Generate outage, fault and utilization reports as well as cause analysis/ reason for outage reports.

Educational Qualifications & Functional Skills

  • B.Sc/B.Eng in Computer Science/Computer Engineering/Electrical-Electronics Engineering
  • CCNA, CCNP (Desired)
  • Strong telecommunications, IP design skills, & in-depth knowledge of IP Network.
  • Excellent business communication skills both verbal and written.

Work Experience:

  • A hands-on experience with the following is a must: IP Routing, MPLS, QOS, VPN.
  • Knowledge and experience with network security (IPSec Firewalls) are desirable.
  • Experience with Wireless Point-to-Point and Point-to-Multipoint technologies is desirable
  • Candidate must possess excellent customer interface, analytical and presentation skills and be able to influence internal and external organizations

Other Requirements:

  • Customer Focus
  • Tech savvy
  • Action orientation
  • Drive results
  • Cultivate Innovation
  • Ability to optimize work processes
  • Resilience
  • Self Development
  • Nimble Learning

 

 

Job Title: Team Lead, Strategic Accounts
Job ID:13
Location: Lagos
Department: Network Services Division
Sub-Department: Sales, Network Division
Position level: Supervisor
Reports to: Head, Network Services  Division
Direct Reports: Account Managers
Overall Job Purpose

  • The Team  Lead, Strategic Account is responsible  for protecting revenue,  securing new revenue within ipNX’s existing clients’ portfolio of as well as seeking/hunting  out new clients & businesses within the assigned Strategic account sub-portfolio.
  • The role ensures an excellent client experience/service delivery satisfaction at all times and works in collaboration with the account teams to ensure smooth transition of accounts into the business.

Key Result Areas

  • Achieve set revenue growth.
  • Establishes productive, professional relationships with key personnel in assigned customer accounts
  • Achieve revenue/sales targets by generating new business with existing and potential clients within the Strategic Account Portfolio.
  • Good Performance Define:
    • Agreed revenue targets are met within defined timeframes,
    • Ensure contracts are put in place for customers.
    • Take a solutions and consultative sell approach to ensure clients’ needs are accurately met.
    • Create and implement a structured plan to achieve set targets.
  • Good Performance Defined:
    • Structured plan created and followed through to achievement of targets.
    • Develop and implement sales strategies.
    • Undertake cold calling, ensuring that the number of calls meets call targets as set by management.
  • Good Performance Defined:
    • Call targets met
    • Schedule and attend client meetings, ensuring that number of meetings meets targets as set by management.
    • Grow product sales.
    • Actively and successfully manage the sales process: lead generation; credentials pitch; asking questions; solution pitch; negotiation; close; handover to the account management team.
  • Good Performance Defined:
    • Attendance at industry related meetings/events and/or seminars
    • Work with product managers to prepare proposals and detailed costings and prepare contract documents for review
    • Develop new business relationships.
    • Present effective and professional presentations on ipNX products and services.
    • Manage and maintain a pipeline and ensure all sales administration is kept current at all times using Sales Tracker software.
  • Good Performance Defined:
    • Sales Tracker is 100% up to date and accurate at all times.
    • Develop, maintain and apply a high level knowledge of ipNX’s portfolio of products and services.
  • Good Performance Defined:
    • Accurate and current knowledge of ipNX’s products and services.
    • Report on sales, activity and performance.
    • Ensure activities comply with legal and ethical standards as well as ipNX policies.
    • Actively monitor market trends through personal contact with clients and industry associated meetings/events and Seminars. Provide feedback to Head of Division.

Delivers an Outstanding Client Experience:

  • Deliver an excellent client experience at all times, ensuring client needs are met or exceeded.
  • Good performance defined: All clients are transitioned smoothly to the relevant account team.
  • Proactive and responsive to clients and prospective clients.
  • Deliver an outstanding sales process and sales support to clients.
  • Proactively develop and improve processes to service clients.
  • Transition new clients smoothly and successfully to the account management team at all times.
  • Determine an efficient communication procedure to alerting account management teams of issues that impact client delivery or service.
  • Offer assistance and explanation when difficulties arise ensure complaints are followed up and that satisfactory solutions are obtained for both the customer and ipNX.

Works in collaboration with the team, developing good working relationships:

  • Work closely with business development team, sharing knowledge, discussing ideas and helping the team to achieve targets.
  • Good performance defined:
  • Fosters good teamwork. Strength of working relationship with the team. Works in a collaborative way with team.
  • Increased understanding of clients and their requirements and what makes our service valuable
  • Contributes to healthy competition within the business development team.
  • Develop strong and effective working relationships with the account management teams.
  • Effectively communicate client information and insights to team.
  • Ensure successful communication/works with all areas of the business.
  • Develop strong relationships with clients and fellow ipNX employees.
  • Accurate transfer of information from the prospect/client to the account management team.
  • Long term career path focus to account management team, ensuring close relationships with the team & provide platform for learning and growth

Ensures compliance with ipNX values, policies, and standards, and ensures compliance will all local statutory requirements:

  • Complies with all local legislative requirements.
  • Good performance defined:  Understands and complies with all company requirements. Can be relied upon to act respectfully and ethically.
  • Adheres to company policies and procedures and the corporate Code of Conduct.
  • Ensures personal adherence to workplace health and safety requirements and either address or brings to management’s attention when others are in breach of these requirements.
  • Acts in an ethical way when dealing with company assets and other people.

Job Specification
Education:

  • B.Sc Marketing / Sales / related disciplines

Technical Skills:

  • Experience in a b2b sales environment; consistent track record of success in achieving and succeeding sales targets; proven ability in targeting new business opportunities; a confident negotiator with proven ability to close the deal; a positive and determined approach to researching and analyzing new business opportunities.

Industry Experience:

  • Knowledge of the market, competitor behavior and strategy.

Management Skills:

  • Must demonstrate supervisory capabilities

Personal Qualities:

  • Ability to generate ideas and solutions; self-motivated and results driven; excellent relationship management skills; team player; innovative; a genuine interest in news and current affairs; excellent organizational and time management skills; attention to detail and ability to work under pressure. Proactive determined business hunter.

Technology Skills:

  • Good Microsoft office suite competence, CRM competence

Language Skills:

  • Fluent English

Communication Skills:

  • Exemplary communication skills – both face to face and over the telephone.
  • Ability to communicate effectively at all levels of an organization.
How to Apply
Interested and qualified candidates should:
Click here to apply

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