Description
Department: Commercial
Number to Hire: 1
Job Type: Permanent
Responsibilities
The Customer Experience Officer will be responsible for providing potential and existing customers with exceptional services by identifying customer needs, responding to customer queries, and collaborating with internal departments to optimize customer experience and brand awareness.
He/She will report to the Customer Experience Manager and will provide the administrative and analytical support required for efficient management of the customer life journey to meet company’s objectives of profitability, customer success and stakeholder experience.
Specifically, other responsibilities include:
Tracking customer experiences across online and offline channels, and touchpoints.
Collaborating with internal teams to enhance customer experience and brand awareness.
Identifying customer needs and taking proactive steps to maintain positive experiences.
Documenting processes and escalating customer issues, as well as customer compliments and complaints.
Responding to customer queries in a timely and effective manner, using appropriate communication channels.
Analyzing customer feedback on products/services and new releases, as well as preparing reports.
Evaluating customer experience surveys and facilitating improvements.
Aligning customer experience strategies with marketing initiatives as well as informing customers about new product features and functionalities.
Qualifications, Skills & Competencies
Qualifications:
A Bachelor's degree in marketing, communications, advertising, business management, or in a related field preferred.
At least five years' experience as a customer experience professional, or a similar customer support role.
Skills & Competencies:
Extensive experience in gathering and interpreting customer experience information.
Solid knowledge of online customer engagement platforms and channels.
Proficiency in MS Office, as well as CX and CRM software
Exceptional interpersonal skills and a client-centered approach.
Great organizational and time management abilities.
Superb communication, collaboration, and problem-solving skills.
Demands of the Job
Problem solving skills
Ability to work under pressure
Ability to handle the challenges that come with the job.
Capable of multi-tasking, manage time and prioritize workload.
Ability to collate and interpret data from various sources.
Willingness to learn and develop new skills.
Actively seek innovative ways of improving existing systems and processes.
Very good understanding of Main One’s products and processes
Ability to work with minimal supervision
Confidentiality
go to method of application »
Department: Technical
Number to Hire: 1
Job Type: Permanent
Responsibilities
The Access Network & POP Planning Manager will oversee and supervise capacity planning, dimensioning, network expansion to meet strategic growth and business requirement, efficient allocation of circuit’s resources and routing, Access Network engineering and design to meet recommended ITU-T & NCC criteria.
Other responsibilities include:
Responsible for the planning, dimensioning and implementation of MW transmission & last mile equipment.
Responsible for the Planning, dimensioning of GPON Network
Ensure KPIs in the SLA of service providers from onset to achieve the following availability (last mile=99.999% & 3rd Party=99.9%).
Achieve new PoP builds within 90 days of requirement – 30 days to plan and approve; 60 days to implement.
Report weekly of all MW/GPON activities.
Supervise MW/GPON stocking & inventory management.
Oversee the Link Budget & design activities for MW/GPON deployment.
Terrestrial networks (Optics & Microwave) Design involving allocations and management of appropriate NCC approved frequency channels & Bands.
Ensure that all third party leased circuits (mostly interstate) are protected.
Responsible for Ceragon/Dragon Wave/Radwin MW Radios and network architecture and Protection schemes interconnectivity to existing or new networks in all areas of operation.
Oversees regulating requirement in transport networks (MW Radio) are fully implemented. Make and defend frequency bands allocation applications from time with Nigeria NCC, Ghana NCA.
Responsible for Access last mile connections. Responsible for maintenance, upgrades of MW/GPON components.
Ensure Main One’s delivery mechanism meets uptime requirements communicated to its customers. Develop procedures and methodologies to re-instate all design related MW/GPON outages to enable MainOne meet its committed and communicated SLA.
Recognize opportunities/recommend measures- as feasible- to improve and/or optimize process, procedure, and the overall Access NE transmission quality and infrastructure
Work directly with Vendor support services to manage MW network.
Plan network expansion and new services in conjunction with the business.
Report on capacity, inventory and utilization of applicable Access Network Media. Provide detailed engineering documentation to ensure the success of required projects and their support. This will involve site survey work and the gathering of field data as well as current capacity and database reports to provide detailed engineering documents and reports.
Prepare Methods of Procedure (MOPS) detailed engineering documentation, work orders as required.
Qualifications, Skills & Competencies
A Bachelor's Degree or Equivalent in Engineering discipline with a minimum of 6-8 years’ work experience in the configuration, operations and maintenance of MW:
Good oral and written communication skills
Time & self-management skills
Relationship Management
Teamwork
Advanced knowledge of GPON protocol (ITU-T G.98x standards) and/or a strong experience of GPON equipment configuration (OLT & ONT) is mandatory
Good knowledge of equipment and technologies like
Ethernet access networks (VLAN bridging, cross-connect, ...)
Ethernet QoS (policing, shaping, IEEE 802.1p, 802.1q, 802.1ad,
Broadband Forum Technical Recommendations for access networks
Network protocols: PPPoE, IPoE, ARP, IPv4 & IPv6, TCP, UDP, DNS, DHCP, HTTP, FTP, DNS, RTP, VOIP SIP, LACP, IGMP, MPLS.
Ability to interpret topography, network design maps and CAD Designs.
Ability to analyse and interpret detailed technical documentation and implement into the network in an efficient manner.
Advanced understanding of and demonstrated proficiency in Packet/SDH based Optical Transmission Networks and its components.
Good understanding of network element capacity forecast models related to high level planning and design
Ability to work well under pressure
Solid foundation in electronics theory
Good working knowledge of databases required. Demonstrated mastery of telecommunication industry standards, dimensioning transmission network element systems, ITU, and ANSI/ETSI etc
Working knowledge of client TCP/IP protocol Implementation expertise, analytical, organizational, multitasking, technical writing, telephony, troubleshooting, communication, presentation and interpersonal skills.
Demands of the Job
Ability and willingness to work long hours and meet tight deadlines;
Ability to work under minimal supervision
Travelling may be required
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