Customer Support Partner  at Phillips Consulting

Location: Ikoyi Lagos
Industry: Telecoms
Salary: 180,000
Must have Accounting background/Account Receivable Management

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 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 fulfillment of customers’ orders/requests
• Enterprise Customers SLA / Contract Management 
• Product, services, solutions, and systems testing for user acceptance and business process optimization

REQUIREMENTS

• HND/BSC 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.