Customer Service Partner

MTNN Nigeria

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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 specialization; 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

This job originally appeared elsewhere.

Summary

Company

MTNN Nigeria

Job Level

Experienced (Non-Manager)

Location

Lagos

Specialization

Telecommunications

Job Type

Full-Time

Minimum Qualification

Degree

Preferred Years of Experience

3 - 5 years