MTN Nigeria

Support Partner, Customer - Public & Corporate Sector (PH)

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MTN Nigeria is recruiting for Full time Support Partner, Customer - Public & Corporate Sector (PH)

Job Description

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.

Job Title: Support Partner, Customer - Public & Corporate Sector (PH)

Job Type: Full Time  

Qualification: BA/BSc/HND  MBA/MSc/MA  

Experience: 3 - 7 years

Location: Lagos

Job Field: Customer Care  

 

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 Requirements
Minimum years of experience

3

Qualifications
B.Sc
Other Requirements

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

This job is no longer accepting applications.

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About MTN Nigeria
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 GSM auction conducted by the Nigerian Communications Commission earlier in the year. Thereafter the company launched full commercial operations beginning with Lagos, Abuja and Port Harcourt.MTN paid $285m for one of four GSM licenses in Nigeria in January 2001. To date, in excess of US$1.8 billion has b...
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Job Summary
Published
February 10, 2020
Offer Type
Full time
Experience
Minimum of 3years
Location
Lagos
Deadline
February 18, 2020
Specialization
Customer Service
Industries
ICT / Telecommunications
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