Back Office Support Lead

Job Description

Job Title: Back Office Support Lead
Department: Customer Experience
Location: Lagos Island
Employment Type: Full-time
Salary: Competitive, Open to negotiation
**Only shortlisted candidates will be contacted**

Job Summary:
The Back Office Support Officer is responsible for handling escalated customer complaints, complex service requests, and backend issue resolution within a telecom environment. The role supports frontline teams by investigating unresolved cases, coordinating with internal departments, and ensuring timely resolution of customer concerns.

Key Responsibilities:
• Handle escalated customer complaints from call centre, retail stores, digital channels, and field teams.
• Investigate unresolved billing, network, SIM, data, VAS, recharge, and service-related complaints.
• Ensure complaints are resolved within defined SLA timelines.
• Coordinate with technical, billing, IT, network, finance, fraud, and sales teams for resolution.
• Maintain ownership of assigned cases until closure.
• Support frontline teams with requests that cannot be resolved at first contact.
• Process approved adjustments, reversals, account corrections, and service restorations.
• Maintain accurate complaint records and generate performance reports.
• Ensure compliance with regulatory and complaint handling policies.
• Identify recurring issues and recommend process improvements.

KPIs:
Complaint Resolution TAT/SLA Compliance Rate/Escalation Closure Rate/First Time Resolution Rate/Repeat Complaint Rate/CSAT Complaint Backlog Volume/Accuracy of Resolution.

Key Requirements:
• Bachelor’s degree or HND in Business Administration, Communications, IT, Engineering, or related discipline.
• 2–5 years experience in telecom customer service, complaint management, or back office support.
• Knowledge of telecom products and services (voice, data, billing, SIM registration, VAS).
• Strong problem-solving, reporting, and stakeholder management skills.
• Good communication skills and attention to detail.

**All information will be treated with strictest confidentiality**