MTN Nigeria is recruiting for fulltime Manager Customer Support.
MTN Nigeria - 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.
We are recruiting to fill the position below:
Job Title: Manager Customer Support (Strategic & Global Accounts)
Location: Lagos Division: Enterprise Business Unit
Core Purpose of the Job
Implement strategies for the support and management of MTN Business strategic customers through effective and efficient customer engagement and enhanced key account management strategies (prompt fault management & feedback, churn management, continuous service reviews, SLAs adherence, account receivables and generally provide best in class customer experience)
Developing and implementing Enterprise Solutions Processes that are aligned to achieving all elements on the business score card.
Participate in the review of Business Processes (headcount, process optimisation, etc.), to drive efficiency gains year-on-year.
Support the SM, EBU Customer Support ( Relationship Management) in ensuring at least 90% collections on monthly, quarterly and yearly invoices due for payment
Maintain 5% debt to revenue ratio for all customers within assigned segment.
Serve the Division’s internal customers and provide solutions to improve the customer experience.
Strategic Partnerships with MTNN leadership team to drive awareness on expected behaviours and impact on non-compliance on bottom line results and company image/reputation.
Drive planned strategy for the successful delivery of MTN Group and MTNN transformation initiatives focusing on Customer centricity
Drive an increase in MTNN’s Net Promoter Score.
Drive customer trust via customer connect ( weekly on-site visitation)
Periodic review of customer service plans to track and manage EBU Run rates
Manage performance, engagement and motivation of ALL customer support staff in assigned enterprise customer segment
Network and build solid relationships with internal units and relevant third parties (e.g. strategic investors, technical and finance partners, business consultants etc.) and develop a close working relationship with relevant information sources to provide an integrated service.
Maintain effective working relationships with internal and external suppliers.
Provide leadership, guidance, support and direction for Customer Support Partners
Engage major stakeholders in various units/divisions to ensure resolution of ALL customer support related issues
Implement ALL customer support SLAs, service plans and PPPs for strategic customer segment
Take overall responsibility for account receivables from customers in segment
Achieve a minimum of 80% scores in annual Customer Satisfaction Index survey for enterprise customers
Implement the Strategic Enterprise Customer Support framework while measuring and monitoring overall team performance with regards to customer satisfaction on all customer touch-points
Manage/implement churn and retention strategies by proactively managing all churn indicators, identifying and mitigating against such.
Drive 90% field presence via setting and tracking daily/weekly calls
Facilitate the provision, execution and management of customer support OPEX and other budgetary provisions
Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and regularly review their training needs.
Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
Min Required Experience:
First Degree or equivalent in Social or Management Sciences, Humanities etc
Professional Certifications and/or MBA will serve as added advantage
Minimum 6 years’ experience which includes:
Minimum of 3 years’ experience in an area of specialisation; with experience in supervising/managing others.
Experience working in a medium to large organization
Experience in managing multinational accounts
Customer Relationship Management
C-level engagement experience
Data Interpretation and Reporting
Advanced proficiency in the use of Microsoft Excel spreadsheets and Microsoft Word
Membership of Professional Customer Service/Relations associations
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About Mtn Nigeria
Headquarters:MTN Nigeria, Golden Plaza, Falomo Ikoyi, Lagos
MTN Nigeria is part of the MTN Group, Africa's leading cellular telecommunications company. On May 16, 2001, MTN became the first GSM network to make a call following the globally lauded Nigerian ...Know More about Mtn Nigeria
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