You are on MyJobMag Nigeria. Go to MyJobMag Nigeria instead.
  • Customer Support Partner at MTN

  • Posted on: 7 September, 2015 Deadline: 17 September, 2015
  • View Jobs in ICT / Telecommunication View All Jobs at MTN Nigeria
  • Subscribe to free job alerts
  • The leader in telecommunications in Nigeria, and a part of a diverse community in Africa and the Middle East, our brand is instantly recognisable. It is through our compelling brand that we are able to attract the right talents who we carefully nurture by continuously improving our employment offerings even beyond reward and recognition.

    Customer Support Partner


    Job Description

    • Analysis of customer requests for prompt resolution
    • Ensure end-to-end account management for Enterprise customers
    • Perform Service fulfilments for Enterprise customers (i.e. SIM Swaps, Migrations, etc.)
    • Liaise with support teams (within and outside ES) in order to resolve any customer identified issue
    • 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
    • Constant analysis of Managed customer database for Revenue and Debt management
    • Work with product, UAT and support teams to validate new products, new systems and upgrades
    • Generate relevant reports as required by the business
    • Ensure 98% collection of ALL invoices as at when due
    • Ensure QA and prompt invoice delivery
    • Review new and existing customer service contracts to identify and escalate clauses with negative impact on customer support and relationship management
    • Ensure less than 5% customer churn on managed accounts
    • Ensure resolution of ALL service provisioning and sales support PPPs items
    • Achieve at least 80% score in ES Customer Satisfaction internal surveys

    Job Condition

    • Normal MTNN office environment
    • Extended work hours which may include weekends
    • Occasional travel required
    • Mobile tools of trade (Blackberry service, Laptops and remote accesses)

    Experience & Training

    • Minimum of 4 years’ experience which includes;
    • 1 - 2 years relevant work experience in the telecommunications industry in a similar role
    • 2 - 3 years’ work 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


    • Basic Enterprise products and services.
    • MTN Products & Services
    • Relationship Management
    • Relevant systems training
    • Financial/Mgt Accounting basics
    • Corporate Collections policies, processes and procedures
    • Telephone/ physical interaction etiquettes

    Minimum Qualification

    • BA, B.Ed, B.Sc, B.Tech or HND

    Method of Application

    To apply for this position, visit MTN Career website

    Let's build Nigeria's No. 1 Salary Website for great salary insights. Contribute by anonymously adding your previous or current salary.
  • ❮ Back to All Jobs
  • Know more about MTN NigeriaSimilar Jobs
  • Search for jobs by keyword
  • Brand Manager at Riddle Technologies Limited
  • Facilitators at Young Empowered Programmers (YEP!)
  • Digital Marketing Executive at Compovine Technology Limited
  • Regional Head, Enterprise Sales at Airtel Nigeria
  • Digital Marketing Executive at Nigeria Training Network
  • Executive Assistant to Director of Success at Andela Nigeria
  • Software Tester / Application Security at Electronic Payplus Limited (Epayplus)
  • Latest Job Vacancies at KKON Technologies (KKONTech)
  • Filter Jobs
  • State | Search by region instead




    Also include jobs without defined experience

    Job Title

Display your company or industry jobs on your website or blog Get Started
  « 1 Recently Viewed Job
Send your application through

Yahoomail Gmail Hotmail