Partner - Client Success Strategic and Global at MTN Nigeria

Reports To: Manager - Client Success Strategic and Global Clients

Division: Enterprise Business 

Mission:

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

Description:

• Work with product, UAT and support teams to validate new products, new systems and upgrades
• Generate relevant reports as required by the business
• Ensure QA and prompt invoice delivery
• Ensure resolution of ALL service provisioning and sales support PPPs items
• Analysis of customer requests for prompt resolution
• Ensure end-to-end internal customer experience management
• Adequate feedback on requests is provided to requesters
• 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 with a view to identifying customers pain points and taking proactive steps to resolve the identified issues
• Liaise with support teams (within and outside EB) in order to resolve any customer identified issue
• Perform Service fulfilments for Enterprise customers (i.e. Activation, SIM Swaps, Migrations, etc.)
• Achieve at least 80% score in EB Customer Satisfaction internal surveys

Education:

• First Degree or equivalent in Social or Management Science (Accounting/Finance related degrees preferred) 
• Service Management certification (added advantage)
• Fluent in English

Experience:

3-7 years’ experience in an area of specialization; with experience working with others which includes

• 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, MS Word, MS Word, MS Outlook, Google applications and AI tools
• Membership of Professional Customer Service/Relations associations will be an added advantage