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  • Posted: Apr 1, 2016
    Deadline: Not specified
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    9Mobile is a Nigerian telecommunications services provider, currently operating in Nigeria. 9Mobile is formerly known as Etisalat Nigeria.
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    Manager, Technical Customer Support Services

    Job Summary        

    • Assist in the resolution of all Technical and IT Systems related customer issues and queries: - tracking and confirming appropriateness.
    • Perform quality and service assurance functions across the customer base
    • Contribute to increasing the customer satisfaction index
    • Provide support in ensuring a seamless collaboration between Frontline teams - Customer Care, Retail Sales, Indirect Sales, and Enterprise Sales and IT, Systems and Products teams for efficient delivery of products & services.

    Principal Functions        

    • Assist in the resolution of all customer issues relating to Technical, IT Systems, Products and Services issues or other customer impacting issues and validate the remedial actions.
    • Develop, Implement and Manage an End-to-End Service Assurance Portfolio.
    • Ensure accurate and effective SLA Management for all customer issues (Technical and IT related)
    • Monitor and Advise Processes improvements where it affects the Customers and Issues resolution
    • Reports management for Technical and IT Systems, Products and Services issues; Resolution management against defined business rules
    • Keep abreast of global and local best practice as it relates to Technical, IT Systems, Products and Service quality and assurance.
    • Measuring key service assurance indices across the Technical and IT Systems, Products and Services teams.
    • Understand all new products and services and proactively resolve all potential Technical, IT Systems and Products issues that may arise post-implementation.
    • Collaborate with all relevant stakeholders on all escalated issues within agreed SLAs.
    • Participate in the development of new products and services, provide support where required
    • Carry out other tasks and assignments as assigned by the Head, Technical Customer Support Services.

    Educational Requirements        

    • A Bachelor's degree in Engineering or any relevant discipline.

    Experience, Skills & Competencies        

    • Six (6) to Eight (8) Years work experience with at least four (4) years in a high-pressure supervisory function.
    • Ability to project manage several projects, events and activities
    • Experience working in the Industry especially in a Service/Quality Assurance OR an IT/Technical role.

    Method of Application

    To apply, visit Etisalat's Career Page

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