Partner - Client Success LE and Public LSW at MTN Nigeria

Mission:

• Identify and assess customer needs to achieve customer satisfaction.
• Provide a higher level of quality customer support to all Fixed Broadband (FBB) customers.
• Effective use of customer management systems and practices.

Description:

• Analysis of customer requests for prompt resolution
• Ensure end-to-end account management for broadband customers.
• Review new and existing customer service contracts to identify and escalate clauses with a negative impact on customer support and relationship management.
• Implement new initiatives to simplify customers' journeys across all digital channels and regularly review FAQs to address customers' needs.
• Pro-active analysis of all support systems (charging, CLM, DCLM, etc.) as well as broadband products with a view to identifying customer pain points and resolving issues before escalation
• Liaise with support teams (within and outside Fixed Broadband) to resolve any customer-identified issue.
• Achieve at least an 80% score in FBB NPS internal surveys.
• Work with product, UAT, and support teams to validate new products, new systems, and upgrades.
• Ensure resolution of all service provisioning and sales support PPPs items.
• Ensure end-to-end account management for broadband customers.
• Educating customers about available broadband plans, features, and promotions and assisting them in selecting the most suitable options based on their needs.

Education:

• A first degree or equivalent in Social Science, Business Management Accountancy, or a related discipline Course
• Fluent in English

Experience:

3–7 years’ experience in an area of specialization, with experience working with others

• Experience working in a multinational organization.
• Experience in a customer service role in the telecommunications industry.
• Practical experience in the use of CRM software, helpdesk software, Salesforce software, and customer management tools.
• Advanced proficiency in the use of Microsoft Excel spreadsheets and MS Word
• Professional certification in customer service and relationships will be an added advantage.