Team Leader - Account Management at MTN Nigeria

Reports To: Manager - Key Relationship Management

Division: Customer Relations and Experience

Mission:

• Contribute to the sustenance of the MTN brand by providing high quality customer care to all MTN’s customers through assigned media/ within designated location 
• To drive productivity, professionalism and operational efficiency in the attainment of excellent service delivery 
• To assist in the maintenance of established quality standards through first line evaluation and reporting of process flows with the aim of identifying areas for process improvement 

Description:

• Ensure Key Customer Data is adequately captured and prompt documentation of transactions and collect data and information on customer care needs/issues. 
• Monitor Accounts as assigned by partners. 
• Prepare standard and ad hoc reports on sales for management review and carry out statistical / data compilation/reconciliation, as directed, to ameliorate service.
• Ensure the collected customer data is kept confidential and used specifically for the purpose of its collection. 
• Conduct daily assessments of consumer accounts, ensuring proper segmentation and accurate upload of customer details 
• Proactively identify possible reconciliation issues and promptly escalate to relevant process owners  
• Ensure accuracy of bill before it is sent. 
• Perform other tasks as required by SCRP Or CRP regarding account or product enquiries 
• Participate in mock and actual bill run quality assurance, ensuring only high-quality invoices get to the customer 
• Perform software installation and configuration requests to customer satisfaction. 
• Carry out cross & up-selling of products and services 
• Perform incidence escalation process in compliance with laid down policies and procedures 
• Log compensation calls for inconvenience to customers 

Education:

• First degree in any relevant discipline  
• Fluent in English 

Experience:

3-7 years’ experience which includes

• Experience working in a medium organization 
• Experience in the service industry 
• Experience in a call center (Prepaid/Postpaid) environment