MTN Support Partner - Customer - Public & Corporate Sector Jobs in Nigeria

MTN Support Partner - Customer - Public & Corporate Sector Jobs in Nigeria


Job Description

  • Ensure Top Quality Customer Support In All Areas Of Key Account Management

  • Ensure Less Than 5% Customer Churn On Managed Accounts

  • Constant Analysis Of Managed Customer Database For Revenue And Debt Management

  • Ensure 98% Collection Of ALL Invoices As At When Due

  • Work With Product, UAT And Support Teams To Validate New Products, New Systems And Upgrades

  • Generate Relevant Reports As Required By The Business

  • Ensure QA And Prompt Invoice Delivery

  • Ensure Resolution Of ALL Service Provisioning And Sales Support PPPs Items

  • Ensure End-To-End Account Management For Enterprise Customers

  • Review New And Existing Customer Service Contracts To Identify And Escalate Clauses With Negative Impact On Customer Support And Relationship Management

  • Perform Service Fulfilments For Enterprise Customers (I.E. SIM Swaps, Migrations, Etc.)

  • Analysis Of Customer Requests For Prompt Resolution

  • 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

  • Achieve At Least 80% Score In EB Customer Satisfaction Internal Surveys

  • Provide Technical, Procedural And Policy Guidance To Customer Support Partner And Other Operational Staff And Supervise

  • Liaise With Support Teams (Within And Outside EB) In Order To Resolve Any Customer Identified Issue

  • Continuously Seek Self-Professional Development To Sharpen Skills And Capabilities In A Versatile And Evolving Digital Landscape.

  • Foster Active Collaboration And Relationships With Employees Across All Levels And Divisions In Line With MTN’s VB And Values.

    Job Condition

  • Normal MTNN Office Environment

    Experience & Training

    Education

  • Fluent In English

  • First Degree Or Equivalent In Social Or
    Management Science Course

    Experience

  • 3-7 Years Of Experience In An Area Of Specialisation; With Experience Working With Others

  • Experience Working In A Medium Organization

  • Experience In The Telecommunications Industry In A Similar Role

  • 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

  • BSc Or HND

    How to Apply

    For more information and job application details, see; MTN Support Partner - Customer - Public & Corporate Sector Jobs in Nigeria

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