About the Role Our client, a national telecommunications provider, is seeking a dedicated and proactive Customer Service Executive to manage high-volume inquiries in their Makurdi, Benue, NG office. This role is critical for ensuring prompt and effective resolution of customer issues related to mobile services, internet plans, and billing. You will lead a team, provide training, and handle escalated customer concerns with professionalism and efficiency. The ideal candidate possesses strong leadership qualities, excellent communication skills, and a deep understanding of customer service principles within the telecommunications sector. This is an on-site position offering a challenging yet rewarding opportunity to make a significant impact on customer satisfaction and retention. We are looking for individuals with a proven ability to manage demanding workloads and maintain high service standards. Key Responsibilities Handle a high volume of customer inquiries and resolve complex issues related to telecommunication services. Lead, train, and mentor a team of customer service representatives. Monitor team performance and provide regular feedback and coaching. Escalate unresolved customer issues to appropriate departments and ensure timely follow-up. Maintain accurate records of customer interactions, transactions, comments, and actions. Identify and assess customers’ needs to achieve satisfaction. Adhere to company policies and procedures, ensuring compliance with industry regulations. Contribute to process improvements to enhance customer service efficiency and effectiveness. Achieve and exceed team performance targets for customer satisfaction, resolution rates, and response times. Act as a point of contact for customer feedback and service complaints. Requirements High school diploma or equivalent; a Bachelor's degree in Business Administration, Communications, or a related field is preferred. Minimum of 3 years of experience in customer service, with at least 1 year in a supervisory or leadership role. Proven experience in the telecommunications industry is highly advantageous. Excellent communication, interpersonal, and conflict resolution skills. Strong leadership and team management abilities. Proficiency in using CRM systems and customer support software. Ability to work effectively in a fast-paced, high-pressure environment. Must be able to work full-time in the office located in Makurdi, Benue, NG . Strong organizational skills and attention to detail. Customer-centric mindset with a passion for service excellence. Benefits Our client offers a competitive salary, comprehensive health benefits, paid vacation, and opportunities for career growth within the telecommunications sector. You will work in a dynamic office environment with a supportive team and gain valuable leadership experience. This role provides the chance to significantly impact customer retention and satisfaction for a leading provider. We believe in investing in our employees through ongoing training and development programs. Join our client's dedicated team and help shape exceptional customer experiences in the telecommunications industry.