Partner - Customer Support.Enterprise Business NG at MTN Nigeria

Job Identification
1758
Job Category
MTN Level 2

Job Description

• Reports To: Manager - EBU Customer Support Strategic and Global Accounts

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 Quality Assurance and prompt invoice delivery
• Ensure resolution of ALL service provisioning and sales support PPPs items
• 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
• 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 with a view to identifying customers pain points and resolving issues before escalation
• Liaise with support teams (within and outside Enterprise Business)  in order to resolve any customer identified issue
• Perform Service fulfilments for Enterprise customers (i.e. SIM Swaps, Migrations, etc.)
• Achieve at least 80% score in ES Customer Satisfaction internal surveys

Education:

• First Degree or equivalent in Social or Management Science discipline
• Fluent in English 

Experience:

• 3 - 7 years’ experience in an area of specialization; with experience working with others
• Experience working in a medium-sized organization 
• Experience in a customer service environment in the telecommunications industry.
• Advanced proficiency in the use of Microsoft Excel spreadsheets and MS Word
• Membership of Professional Customer Service/Relations associations will be an added advantage