Customer Service Partner at MTN Nigeria

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