About Company
Globacom Limited, widely known as Glo, is Nigeria’s second-largest telecommunications operator and a proudly Nigerian multinational company. Since our inception, we have been committed to empowering individuals and businesses through innovative and affordable communication solutions. With a vast network covering Nigeria and extending to Ghana and Côte d’Ivoire, Glo continues to lead in technological advancements, offering a wide array of services including mobile, fixed, and internet solutions. We pride ourselves on our customer-centric approach, fostering an environment where every individual can thrive and contribute to connecting Africa. Join us in our mission to bridge communication gaps and build a stronger, more connected future.
Job Description
Are you passionate about delivering exceptional customer experiences? Do you thrive in a dynamic, fast-paced environment where your problem-solving skills make a real difference? Globacom Limited is seeking a dedicated and enthusiastic Customer Service Officer to join our vibrant team in Ikot Ishie, Calabar. This is an exciting opportunity to be the face of Glo, assisting our valued customers with their inquiries, providing solutions, and ensuring their satisfaction. You will be instrumental in maintaining our reputation for excellent service and fostering long-lasting customer relationships. We are looking for an individual with a strong commitment to service excellence, excellent communication skills, and a genuine desire to help. This role requires a proactive approach, attention to detail, and the ability to handle various customer needs efficiently and courteously. If you’re ready to embark on a rewarding career path with one of Nigeria’s leading telecommunication companies, where your contributions are valued and your growth is encouraged, we invite you to apply. This role offers an immersive experience into the telecommunications industry, providing a platform for professional development and direct impact on our customer base. Become a key player in our mission to connect millions across Nigeria.
Key Responsibilities
- Serve as the primary point of contact for Glo customers, addressing inquiries, concerns, and complaints via walk-in, phone, or email.
- Provide comprehensive information about Glo products, services, and promotions, ensuring customers make informed decisions.
- Diagnose and resolve technical issues related to mobile networks, data services, and other Glo offerings promptly and efficiently.
- Process customer requests such as SIM registration, account activation, plan changes, and service upgrades/downgrades.
- Handle billing inquiries, reconcile accounts, and process payments accurately.
- Maintain accurate customer records and detailed logs of interactions and transactions in the customer relationship management (CRM) system.
- Escalate complex issues to appropriate departments for resolution and follow up to ensure customer satisfaction.
- Educate customers on self-service options and digital tools available.
- Adhere to company policies, procedures, and service level agreements (SLAs) at all times.
- Participate in ongoing training and development to stay updated on product knowledge and customer service best practices.
- Contribute to team efforts by achieving individual and departmental customer satisfaction targets.
Required Skills
- Exceptional verbal and written communication skills in English.
- Strong interpersonal and active listening skills.
- Proven ability to resolve customer issues effectively and empathetically.
- Proficiency in using CRM software and other office productivity tools.
- Ability to work effectively under pressure and manage multiple tasks simultaneously.
- Strong problem-solving and analytical abilities.
- High level of professionalism and customer-centric approach.
- Basic computer literacy and comfort with technology.
- Resilience and patience when dealing with challenging customer interactions.
Preferred Qualifications
- Previous experience in a customer service role within the telecommunications industry.
- Knowledge of local languages prevalent in Calabar (e.g., Efik, Ibibio).
- A Bachelor's degree or HND in Business Administration, Mass Communication, or a related field.
- Familiarity with Glo products, services, and network infrastructure.
- Experience with sales or upselling relevant products/services.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health and wellness benefits.
- Opportunities for professional growth and career advancement within a leading telecom company.
- Access to ongoing training and development programs.
- A supportive and collaborative work environment.
- Employee discounts on Glo products and services.
- Pension scheme contributions.
How to Apply
Interested candidates are encouraged to apply by clicking the application link below. Please ensure your resume highlights your relevant customer service experience and communication skills. Only shortlisted candidates will be contacted for an interview.