Customer Support Partner at MTN Nigeria

Department: Enterprise Business Unit

Core purpose of the Job

• Ensure top quality customer support in all areas of key account management.

Job Summary

• 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.
• Generate relevant reports as required by the business.
• Ensure quality assurance and prompt invoice delivery.
• Ensure end-to-end account management for Enterprise customers.
• 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 enterprise solutions) in order to resolve any customer identified issue.
• Perform Service fulfilments for Enterprise customers (i.e. SIM Swaps, Migrations, etc.).
• Foster active collaboration and relationships with employees across all levels and divisions in line with MTN’s Vital Behaviors and values.

Job Condition:

• Normal MTNN working conditions.

Experience & Training

• 3 - 7 years working experience in an area of specialisation.
• 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.

Minimum Qualification

• BA, BEng, BTech, BSc or Other.