MTN Nigeria – The leader in telecommunications in Nigeria, and a part of
a diverse community in Africa and the Middle East, our brand is instantly
recognisable. It is through our compelling brand that we are able to attract
the right talents who we carefully nurture by continuously improving our
employment offerings even beyond reward and recognition.
Job
Title: Customer
Service Partner
Location: Lagos
Job Description
Job Description
- Ensure
top quality customer support in all areas of key account management
- Ensure
less than 5% customer churn on managed accounts
- Constant
analysis of Managed customer database for Revenue and Debt management
- Ensure
98% collection of ALL invoices as at when due
- Work with
product, UAT and support teams to validate new products, new systems and
upgrades
- Generate
relevant reports as required by the business
- Ensure QA
and prompt invoice delivery
- Ensure
resolution of ALL service provisioning and sales support PPPs items
- Analysis
of customer requests for prompt resolution
- Ensure
end-to-end account management for Enterprise customers
- Review
new and existing customer service contracts to identify and escalate
clauses with negative impact on customer support and relationship
management
- Pro-active
analysis of all support systems (charging, billing, etc.) as well as
enterprise products with a view to identifying customers pain points and
resolving issues before escalation
- Liaise
with support teams (within and outside ES) in order to resolve any
customer identified issue
- Perform
Service fulfilments for Enterprise customers (i.e. SIM Swaps, Migrations,
etc.)
- Achieve
at least 80% score in ES Customer Satisfaction internal surveys
- Provide
technical, procedural and policy guidance to customer support partner and
other operational staff and supervise
- Continuously
seek self-professional development to sharpen skills and capabilities in a
versatile and evolving digital landscape.
- Foster
active collaboration and relationships with employees across all levels
and divisions in line with MTN’s VB and values.
Job condition:
- Normal
MTNN office environment
- Extended
work hours which may include weekends
- Occasional
travel required
- Mobile
tools of trade (Laptops and remote accesses)
Experience &
Training
Education
- First
degree in any relevant discipline
- Fluent in
English
- First
Degree or equivalent in Social or Management Science Course
Experience:
- Minimum
of 3 years’ experience in an area of specialisation; with experience
working with others
- Experience
working in a medium organization
- Experience
in the telecommunications industry in a similar role
- Experience
in a customer service environment in the telecommunications industry.
- Advanced
proficiency in the use of Microsoft Excel spreadsheets and MS Word
- Membership
of Professional Customer Service/Relations associations will be an added
advantage
Training:
- Basic
Enterprise products and services.
- MTN
Products & Services
- Relationship
Management
- Relevant
systems training
- Financial/Mgt
Accounting basics
- Corporate
Collections policies, processes and procedures
- Telephone/
physical interaction etiquettes
Minimum Qualification
- BA, B.Sc,
HND or BEd
Click here to Apply for this Position
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