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
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
DUE DATE: 17 September, 2015
MTN Nigeria Customer Support Partner Vacancy, Tuesday 8, September 2015
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