Case Management Agent Recruitment at FiberOne Broadband (FOB) Limited

FiberOne Broadband is a leading internet service provider dedicated to delivering high-speed internet through fiber optic technology. Our commitment to quality service and customer satisfaction drives us to recruit dynamic professionals to join our team. We are currently looking to fill the position of Case Management Agent.

Job Title: Case Management Agent

Location: Anthony Village, Lagos
Employment Type: Contract

Key Responsibilities

• Customer Support Communication:
  Handle customer interactions via calls, emails, and chats in a professional and timely manner, ensuring adherence to Service Level Agreements (SLA).

• First Contact Resolution (FCR):
  Strive to resolve customer issues on the first contact, ensuring high-quality support and customer satisfaction at level 1.

• Escalation Protocol:
  If unable to resolve an issue at level 1, escalate to the appropriate Incident Support Manager (ISM) within 10 minutes of receipt to ensure swift resolution of more complex problems.

• Lost Days Management:
  Ensure that customers requiring lost days are accurately logged into the eservice/tracker system, with prompt follow-up to ensure completion.

• Quality Assurance:
  Maintain a high-quality score, aiming for a minimum of 90%, through efficient and effective support practices.

• Schedule Adherence:
  Be consistent in adhering to assigned schedules and ensure shift responsibilities are met.

• Escalation Follow-up:
  If issues are escalated and feedback is not received within 3 hours, proactively escalate the matter to a shift supervisor to ensure continued resolution.

Job Requirements

• Educational Qualifications:
  A Bachelor’s Degree in a relevant field is required.

• Work Experience:
  Candidates should have 1-3 years of experience in a customer support or case management role, preferably within the telecom or broadband sector.

• Task Management:
  Ability to complete all assigned tasks within the given time frame each day.

• Shift Availability:
  The position requires flexibility to work shifts, including public holidays and weekends.

• Attendance and Punctuality:
  Candidates must be punctual and attend daily pep-talks to stay updated on best practices.

Salary

• The monthly salary for this role ranges from N100,000 to N130,000, based on qualifications and experience.

How to Apply

Interested and qualified candidates are encouraged to apply by sending their CV to Careers@fob.ng. Please use the job title "Case Management Agent" as the subject of your email.

Conclusion

FiberOne Broadband is committed to building a diverse and inclusive team. We look forward to welcoming individuals who are passionate about delivering exceptional customer service and are eager to contribute to our grow

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