Customer Relationship Manager at MTN Nigeria

Job Description

• Responsible for providing highest quality of customer focused care and satisfaction using the knowledge of products, systems, and procedures to make informed decisions and maintain profitable customer relationships.
• Track and monitor customer services and customer care operations and ensure action is taken to improve and realize service level targets.
• Deploy tools and procedures to capture and monitor customer complaints and points of improvement and ensure complaint are promptly attended to and customer informed of status in the resolution process.
• Collect data and information on customer care needs/issues and manage implementation of new systems, procedures and work ethics to improve customer service efficiency.
• Monitor and prepare periodic report on sales and generate periodic reports for management review.
• Review customer relationship management (CRM) operations, ensuring operational objectives are achieved, identifying trends and ensuring optimum service levels are achieved and maintained.
• Develop procedures to promote establishment and maintenance of meaningful communications between customers and customer care representatives.
• Establish/maintain lasting relationship between customers and customer care representatives, as well as other key units (Sales, Channel Distribution, Service Centers, Call Center) to maintain a customer-focused attitude toward activities that improve customer lifetime value.
• Partner with MTNN’s Ecosystem Partners to deliver business value.
• Manage relationships with key stakeholder units (EBU, Information Systems, Credit Collections & Billing, Marketing, Sales & Distribution, Walk-In & Online).
• Responsible for the management of all revenue collection, billing management, debt management and credit control functions on postpaid subscribers.
• Provide qualitative customer care by ensuring credit worthiness of the postpaid customer base.
• Oversee credit vetting and assessment delivery in line with MTNN’s policy and consumer standard.
• Ensure bad debt reduction and management across the entire postpaid credit customer base.
• Setup the necessary controls to ensure that post-paid customers ageing management(provision for doubtful debt and bad debt management) are at best minimized. &mid dot;
• Facilitate debt recovery drive and recommend new strategies for debt collections.
• Facilitate qualitative customer care by ensuring integrity, accuracy of postpaid invoices.
• Facilitate qualitative customer care by ensuring prompt generation and distribution of bills to the entire postpaid base.
• Ensure proper management of post-paid customer's receivables by ensuring regular and proper update and reconciliation of invoices and payment.
• Ensure adequate reporting and management of Postpaid Consumer GSM, Postpaid VIP and Internal Accounts including their products and services.
• Manage identified risks within the unit and propose new strategies for End-to-End Postpaid Billing, Credit and Debt management.
• Setup policies and procedures for management approval and regular review of approved policies and procedures for the management of post-paid customers operation to ensure continuous effectiveness and efficiency in service delivery.
• Facilitate and lead in the definition of user requirements to guide the development and deployment postpaid billing enhancement.
• Recommend new strategies in the Postpaid billing platform according to best practice
• Facilitate the development and implementation of customer care framework and support for frontlines service points on postpaid services.

Job Condition

• Normal MTNN working conditions
• May be required to work extended hours
• Regional Travel (for Regional Service Managers)

Requirements, Experience & Training

• First degree in Social Science or any related field. An MBA is desirable
• Minimum 6 years’ experience which includes:
  • 3 years work experience in area of specialization in experience supervising others
• Experience in financial credit risk management
• Experience in credit matrix scoring and assessment
• Exposure to telecom billing technologies and complementary technologies
• Experience in managing complex processes and procedures Training:
  • Customer Relationship Management
  • Employee Performance Management
  • Management Programs
  • MS Excel (Intermediate and advanced)
  • MTN Products & Services Project Management Service
  • Excellence Audit/ Inventory training
  • People & Performance Management
  • Financial planning & Budgeting
  • Business Intelligence Service Segmentation
  • Resource Planning
  • ICT Cutting Edge Technologies
  • Crisis Management
  • Innovation Management
  • Credit Management
  • Change Management
  • Brand Management
  • MS Office Enterprise

Minimum qualification:

• BA, B.Ed, B.Sc, HND or BTech