Job Description Overview

Step into the heart of customer experience at iSON Xperiences as a Hausa-Speaking Customer Care Representative. In this vital role, you serve as the primary voice for leading telecommunications, fintech, and utility brands. Your core mission is to connect with Hausa-speaking customers across Northern Nigeria and beyond, delivering exceptional, empathetic, and seamless support across phone calls, chats, and emails.

Key Responsibilities

• Multilingual Engagement: Handle a high volume of inbound and outbound customer contacts across voice and digital channels, communicating primarily or entirely in fluent Hausa.
• Inquiry & Troubleshooting: Address customer questions about tariffs, data bundles, account updates, and client services, and resolve basic technical glitches.
• Complaint Management: De-escalate customer concerns, log issues accurately into CRM platforms, and deliver structured solutions in line with company Service Level Agreements (SLAs).
• Customer Retention & Value Education: Introduce clients to new offerings, value-added services (VAS), and digital self-service tools to minimize churn and maximize long-term loyalty.

Project Goals

When deploying language-specific operations like a dedicated Hausa desk, the core objectives include:

1. Market Localization: Expand brand footprint and build native trust across Northern Nigerian markets by removing language barriers.
2. First Contact Resolution (FCR): Resolve customer inquiries effectively on the very first interaction to avoid repeat contacts.
3. Churn Reduction: Proactively retain dissatisfied subscribers through compassionate, native Hausa communication.
4. SLA Adherence: Maintain high availability and rapid response standards across all communication pipelines.

Key Deliverables

As an active agent on the floor, your daily and weekly performance is measured by:

• Daily Resolution Logs: Meeting targeted quotas for successfully cleared inbound and outbound customer interactions per shift.
• Accurate CRM Data Entry: Maintaining clean, error-free customer profiles, updates, and detailed case notes in database systems.
• Escalation Reports: Documenting and routing complex technical bugs or network outages upward to Tier-2 support or engineering desks.
• Adherence Logs: Strict compliance with shift schedules, login/logout timelines, and break allocations.

Expectations & Performance Metrics (KPIs)

Your performance at iSON Xperiences is regularly evaluated against key operational benchmarks:

• Average Handling Time (AHT): Keeping call durations optimal—balancing speed with customer satisfaction without rushing callers.
• CSAT / NPS Scores: Earning high positive marks on post-call surveys regarding your politeness, clarity, and helpfulness in Hausa.
• Quality Assurance (QA) Scores: Regularly passing random call evaluations covering greeting etiquette, security verification, empathy, and accuracy.
• Attendance & Punctuality: Maintaining near-flawless schedule compliance and logging in precisely on time for every shift.
• Language Proficiency: Delivering clear, professional, and corporate-grade Hausa articulation tailored to high-standard customer service.