MTN Support Partner - Customer - Public & Corporate Sector Jobs in Nigeria
MTN Support Partner - Customer - Public & Corporate Sector Jobs in NigeriaJob 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.
Normal MTNN Office Environment
Experience & Training
Fluent In English
First Degree Or Equivalent In Social Or Management Science Course
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
Basic Enterprise Products And Services.
MTN Products & Services
Relevant Systems Training
Financial/Mgt Accounting Basics
Corporate Collections Policies, Processes And Procedures
Telephone/ Physical Interaction Etiquettes
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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