Customer Service Representative

1. Background

Direct Broadband and Mobile Limited provides broadband internet and mobile communication services to individuals, SMEs, and corporates. As customer satisfaction is central to the company’s success, Customer Service Representatives will serve as the first point of contact, ensuring efficient support, timely resolution of issues, and building long-term trust with clients.

2. Purpose of the Role

The Customer Service Representative will handle customer interactions through phone, email, live chat, and walk-in centers. They will resolve complaints, provide information about products and services, process requests, and ensure a positive customer experience.

3. Scope of Work

The CSR will:

• Respond promptly to customer inquiries across multiple channels.
  




• Resolve complaints professionally and escalate complex issues when necessary.
  




• Provide accurate information on company products, services, pricing, and promotions.
  




• Manage service requests such as new connections, upgrades, or troubleshooting.
  




• Follow up on customer concerns to ensure resolution and satisfaction.
  




• Maintain detailed records of customer interactions in the CRM system.
  




• Support sales and retention efforts by identifying upselling and cross-selling opportunities.
  

4. Key Responsibilities

1. Customer Engagement
   

   
   
   
   

   • Deliver timely and courteous responses to all customer queries.
     

   
   

   • Maintain professionalism and empathy during interactions.
     

   
   



2. Issue Resolution
   

   
   
   
   

   • Troubleshoot common service-related problems.
     

   
   

   • Escalate unresolved issues to technical or supervisory teams.
     

   
   



3. Service Support
   

   
   
   
   

   • Process service requests such as activations, billing queries, and plan changes.
     

   
   

   • Provide clear guidance to customers on product usage and service features.
     

   
   



4. Documentation & Reporting
   

   
   
   
   

   • Accurately update customer accounts and service requests.
     

   
   

   • Provide periodic reports on complaints, feedback, and resolution timelines.
     

   
   

5. Deliverables

• Timely handling of assigned customer queries and requests.
  




• High levels of customer satisfaction and reduced complaint turnaround time.
  




• Accurate reporting and record keeping of customer interactions.
  




• Contribution to service improvement through customer feedback.
  

6. Key Performance Indicators (KPIs)

• Average response and resolution time.
  




• Customer satisfaction ratings (post-interaction surveys).
  




• First Contact Resolution (FCR) rate.
  




• Number of complaints escalated versus resolved.
  




• Adherence to communication protocols and service standards.
  

Requirements

7. Qualifications and Experience

• OND/HND/Bachelor’s degree in any discipline.
  




• Minimum of 1–3 years’ experience in customer service, preferably in telecoms, ICT, or service-related industries.
  




• Strong communication and interpersonal skills.
  




• Ability to multitask and work under pressure.
  




• Familiarity with CRM tools and Microsoft Office.
  




• Problem-solving attitude with empathy for customers.
  

8. Reporting & Supervision

The CSR will report to the Customer Service Manager or Head of Operations and work closely with technical support, billing, and sales teams to resolve customer concerns.