Partner - Customer Support Traditional Channels at MTN Nigeria

Reports To: Manager - Customer Channel Management Broadband LSW.

Division: Fixed Broadband

Mission:

• Identify and assess customer needs accurately to ensure high levels of customer satisfaction.
• Deliver superior quality support to all Fixed Broadband (FBB) customers through proactive and empathetic engagement.
• Effectively utilize customer management systems, tools, and best practices to resolve issues and enhance service delivery.
• Manage inbound and outbound customer interactions to drive retention, loyalty, and revenue growth.
• Ensure consistent alignment with MTN’s customer-centric values and operational excellence standards.

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 resolution of ALL service provisioning and sales support PPPs items.
• 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 negative impact on customer support and relationship management.
• Implement new initiatives on simplified customer’s journey across all digital channels and regularly review FAQs to address customer’s needs.
• Pro-active analysis of all support systems (charging, CLM, DCLM, etc.) as well as broadband products with a view to identifying customers pain points and resolving issues before escalation.

Education:

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

Experience:

• 3 – 7 years’ experience in an area of specialisation; 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, customer management tools.
• Advanced proficiency in the use of Microsoft Excel spreadsheets and MS Word.
• Professional certification on Customer Service/Relations will be an added advantage