Real Jobs Quick: Customer Support Partner (Lagos) at MTN Nigera

Job Title               Customer Support Partner (Lagos)

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  

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, BEd, BSc, BTech or HND

To apply, visit: https://careers.mtnonline.com/VacancyDetails.aspx?VacancyID=187