Partner – Customer Support, Enterprise Business at MTN Nigeria

Job Title: Partner – Customer Support, Enterprise Business

Job Identification: 1124
Location: Ikoyi, Lagos
Job Category: MTN Level 2
Job Schedule: Full time
Reports To: Manager EBU Customer Support
Division: Enterprise Business

Job Description

  • Work with product, UAT and support teams to validate new products, new systems and upgrades
  • Generate relevant reports as required by the business
  • Ensure Quality Assurance and prompt invoice delivery
  • Ensure resolution of ALL service provisioning and sales support PPPs items
  • 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
  • Analysis of customer requests for prompt resolution
  • 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
  • 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
  • Liaise with support teams (within and outside Enterprise Business)  in order to resolve any customer identified issue
  • Perform Service fulfilments for Enterprise customers (i.e. SIM Swaps, Migrations, etc.)
  • Achieve at least 80% score in ES Customer Satisfaction internal surveys

Requirements
Education:

  • First Degree or equivalent in Social or Management Science discipline
  • Fluent in English

Experience:

  • 3 – 7 years’ experience in an area of specialization; with experience working with others
  • Experience working in a medium-sized organization
  • 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.

Application Closing Date
11:59 PM: 3rd March, 2022.

How to Apply
Interested and qualified candidates should:
Click here to apply online

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