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  • Posted: Nov 12, 2021
    Deadline: Nov 30, 2021
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  • Welcome to Phillips Consulting Limited. We are a leading business management consulting practice serving clients across Africa. We work in all major sectors of the economy and levels of government engaging highly trained and sector-experienced consultants. PCL is a wholly owned Nigerian firm with offices in Lagos, Abuja and Johannesburg. Established in 1992...
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    Customer Support Partner

    Responsibilities

    • Ensure less than 5% customer churn on managed accounts
    • Constant analysis of Managed customer database for Revenue and Debt management
    • Work with product, UAT and support teams to validate new products, new systems, and upgrades
    • Generate relevant reports as required by the business
    • 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 a negative impact on customer support and relationship management
    • Pro-active analysis of all support systems (charging, billing, etc.) as well as enterprise products
    • Liaise with support teams (within and outside ES) to resolve any customer identified issue
    • Knowledge of new Enterprise products and services
    • Knowledge of managed Enterprise Customer base
    • Confirm Quality Assurance on generated bills
    • Monitor provisioning and fulfilment of customers’ orders/requests
    • Enterprise Customers SLA / Contract Management
    • Product, services, solutions, and systems testing for user acceptance and business process optimization

    Requirements

    • HND / B.Sc in any Social Science field and a minimum of 4 years experience as a customer service personnel 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
    • Basic Enterprise products and services.

    Method of Application

    Interested and qualified candidates should forward their CV to: [email protected] using the job title as the subject of the email.

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

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