MTN Needs Customer Support Partner

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.

Position: Customer Support Partner​

Job Description

• Analysis of customer requests for prompt resolution
• 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
• 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 
• Ensure end-to-end account management for Enterprise customers
• 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

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
Experience:

• 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

Training:

• 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

How to Apply

Click the here to apply on MTN Career website