Customer Care Executive

Ascentech Services Limited—a human resources and recruitment consultancy operating in Nigeria and India—is recruiting a Customer Care Executive on behalf of a major Telecommunications / Internet Service Provider (ISP) client in Lagos State. Reporting to the Manager of Customer Care, this role handles technical trouble ticket lifecycle management, FTTH/Broadband service follow-ups, invoice receivables, SLA monitoring (MTTR and CSAT targets), and account retention across telecommunications channels.

• Trouble Ticket & SLA Management: Log, monitor, escalate, and resolve technical trouble tickets for broadband, leased lines, FTTH, VoIP, and IPTV clients, meeting First Response Time (FRT) and Mean Time to Repair (MTTR) targets.

• Technical & Cross-Functional Liaison: Interface with network engineering and field maintenance teams to resolve service outages, improve network uptime, and update affected clients.

• Billing & Collections Support: Assist finance and commercial units by following up on client invoicing, service subscription renewals, and receivables/collections.

• Lead Generation & CSAT: Maintain CRM interaction logs, drive Customer Satisfaction (CSAT) scores, and identify cross-selling or upselling sales leads during customer engagements.

• Academic Credentials: Bachelor’s Degree or Higher National Diploma (HND), preferably in Computer Science, Telecommunications, Engineering, Sciences, or a related field (NYSC Discharge or Exemption Certificate mandatory).

• Experience Baseline: 1–3 years of direct customer support experience in a telecommunications, broadband, or ISP company.

• Technical Domain Knowledge: Familiarity with Leased Lines, Fiber-to-the-Home (FTTH/FTTX), Broadband, VoIP, IPTV, IoT, and standard ISP ticketing tools.

• Core Skills: CRM management, technical issue escalation, problem-solving, active listening, and relationship retention.