Job Summary

• The Retention and Loyalty Officer enhance customer satisfaction by identifying retention risks, promoting loyalty programs, and ensuring effective customer follow-up.
• They analyze customer feedback, recommend solutions to reduce churn, and work with support teams to deliver consistent, customer-focused experiences that build long-term loyalty.

Key Responsibilities

• Engage proactively with customers to reduce churn.
• Track satisfaction trends and renewal opportunities.
• Resolve issues for at-risk customers.
• Educate customers on new features and product benefits.
• Collaborate with support teams for seamless customer handling.
• Manage loyalty, upsell, cross-sell, and renewals.
• Track NPS, retention rates, and follow-up interactions.

Qualifications & Experience

• Bachelor’s Degree in Business, Marketing, Communications, or a related field with 2–4 years of experience in customer support, retention, loyalty programs, or customer experience roles.
• Strong understanding of customer behavior, retention strategies, and service best practices.
• Experience using CRM systems, customer engagement tools, and data analysis platforms.
• Excellent analytical, communication, and relationship-building skills.
• Ability to work under pressure, manage multiple priorities, and handle sensitive customer situations effectively.

What We Offer

• Competitive remuneration and benefits package.
• Dynamic and innovative work environment.
• Opportunities for professional growth and training.
• Be part of Nigeria’s first MVNO shaping the future of connectivity.

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Job Summary

• The Tier 1 Support Representative provides first-line customer assistance by addressing inquiries, resolving basic issues, and delivering a positive service experience.
• They document customer interactions, escalate complex issues when needed, and work with the support team to ensure timely and consistent solutions that maintain customer satisfaction.

Key Responsibilities

• Handle general inquiries, billing issues, and basic troubleshooting.
• ‎Assist customers with account setup and device guidance.
• ‎Manage all Tier 1 partner Inquires and complaints.
• ‎Provide feedback on common issues to improve processes.

Qualifications & Experience

• Bachelor’s degree in Business, Communications, or a related field (or equivalent experience).
• 1–2 years of experience in customer support or a similar service-oriented role.
• Solid understanding of customer service principles and support best practices.
• Familiarity with CRM systems, ticketing tools, and basic troubleshooting processes.
• Strong communication, problem-solving, and interpersonal skills.
• Ability to work under pressure, manage multiple tasks, and handle customer inquiries with professionalism and empathy.

What We Offer

• Competitive remuneration and benefits package.
• Dynamic and innovative work environment.
• Opportunities for professional growth and training.
• Be part of Nigeria’s first MVNO shaping the future of connectivity.