Liaise with support teams (within and outside ES) 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
Provide technical, procedural and policy guidance to customer support partner and other operational staff and supervise
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.
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
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
Experience & Training
Education:
First degree in any relevant discipline
Fluent in English
First Degree or equivalent in Social or Management Science Course
Experience:
3 years’ 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:
Financial/Mgt Accounting basics
Corporate Collections policies, processes and procedures
Telephone/ physical interaction etiquettes
Basic Enterprise products and services.
MTN Products & Services
Relationship Management
Relevant systems training
Minimum Qualification
BA, B.Sc, HND or BEd
Sorry the application deadline for this job has elapsed
Disclaimer: Though we make every effort to verify the authenticity of our posts, We're in no way affiliated
to any of these companies whose vacancies we publish. Note : Do not pay any fees to Employers for recruitment. To report and to view a list of fake recruiters in Nigeria, .
Click Here
