Team Lead - Customer Service at MTN Nigeria

 Reports To: Manager EBU Service Management Order Management and Billing Services

Division: Enterprise Business

Description

• Manage order fulfilment for ALL EBU products, services and solutions (outside the services delivered by Solutions Development team).
• Ensure correct and complete documentation is received for order fulfilment. Manage document archiving and control to ensure customer information is maintained for record purposes
• Capture Sales fulfilment requests, complaints and ensure prompt completion of requests at a higher standard expected from the team and ensure requesters are informed of status in the fulfilment process
• Ensure adherence to schedules and other defined rules and regulations within Order Management and that procedures are followed to promote meaningful communications between customers, Account Partners and customer support partners
• Capture Sales fulfilment requests, complaints and ensure prompt completion of requests at a higher standard expected from the team and ensure requesters are informed of status in the fulfilment process
• Prepare weekly and monthly sales reports for Enterprise Sales & Business Performance review for sales commission purposes
• Provision of services on various customer management systems e.g. Siebel CRM, Billing System etc.
• Execute UAT of automated order fulfilment processes for new and enhanced products
• Perform system and network reconciliations of services provisioned on the customer management systems
• Ensure prompt resolution of all service provisioning issues raised by EBU Sales and frontline Customer Support team
• Report newly activated customers/services to appropriate teams within Sales and ES Customer Support for customer Nursery management
• Performs weekly/monthly pre-audit checks on activated corporate lines for prevention of regulatory infractions

Education:

• First degree in any relevant discipline
• Fluent in English
  
  3-7 years’ experience which includes:

Experience:

• Experience working in a medium to large organization
• Experience in channel, order, inventory and customer management
• Experience in the use of data analytics tools/App
• Must have good hands-on knowledge of Microsoft Excel
• Demonstrated Strong Analytical and Reporting Skills
• Demonstrated Leadership Skills