Billing Support Officer

  • Full Time
  • Lagos


The Billing Support Officer deals with customers complaints via telephone and emails.

Full Job Description

Job Title: Billing Support Officer

Function: Handle all Retail Billing Calls, Tickets and Mails Job Grade: Contract

Reporting to: Team Lead – Billing Support Unit Location: ipNX Adenubi, Lagos

Purpose of the Job (Brief)

The Billing Support Officer deals with customers complaints via telephone and emails. They are required to handle a variety of functions, including end to end resolution of Billing issues. Officers make an important contribution to customer satisfaction by providing a prompt, efficient and courteous service to callers.

Deliverables (Maximum 5-6 key responsibilities)

This section requires the top five accountabilities that the role is to deliver own. Written in outcome language, this is not a listing of tasks but a grouping of tasks to determine outcomes required from the tasks.

Expected Key Results Key Activities
(Detailed KPIs)

  • Ensure Customer Ensure Customer satisfaction satisfaction at every contact Excellent Listening, questioning and communication skills via Phone on all Billing issues/Enquiries Adhere to the telephone etiquette
  • Informs customers by explaining procedures; answering questions; providing information and feedback
  • Ensure prompt response to in-bound calls
  • Must be clear, direct and not vague in their communication with customers
  • Manage large amounts of inbound and/or outbound calls in a timely manner
  • Meet personal/team qualitative and quantitative call targets.
  • Customer Engagement Follow communication scripts when handling different Billing topics
  • Identify customer’ needs, clarify information and provide solutions and/or alternatives
  • OTRS Tickets Ensure prompt and accurate response to tickets
  • Customer Retention Rate Provide excellent customer service in such a way that we can retain the customers
  • Must be the voice of the Customer
  • Maintain a high completed Ensure that the Call abandonment rate is very less than 10%

Call rate Maintain a call completion rate of 90%

  • Ensure that in-bound calls are picked before the third ring
  • Escalations Must promptly escalate issues that they cannot handle to their supervisor
  • Must avoid keeping the customer waiting on a call
  • Identify and escalate priority issues observed

Demonstrate (Key competencies)
This section requires an overview of the education, experience and skills required to do the job at a satisfactory level. It is not a list of the jobholder’s qualification.
Educational Qualifications & Functional Skills:

  • Minimum Requirements: HND/, Any Discipline
  • Minimum Experience: 6 Months experience in a contact center

Work Experience: Other Requirements:

  • Customer Relations, Sales, Marketing, Human Relations Customer Focus

(Any other Human Related) work Tech savvy

  • Action orientation
  • Drive results
  • Cultivate Innovation
  • Ability to optimize work processes
  • Resilience
  • Self-Development
  • Ability to set priorities and manage time effectively
  • Nimble Learning
  • Good oral and written communication
  • Team player
  • Computer literacy
  • Familiarity with CRM systems and practices
  • Telephone Etiquette
  • Strong phone, verbal and writing communication skills along with active listening
  • Knowledge of Microsoft office. (Excel,

PowerPoint, Word etc

Application Link:

Job Type: Full-time

COVID-19 considerations:

Ability to commute/relocate:

  • Lagos: Reliably commute or planning to relocate before starting work (Preferred)

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