MTN Nigeria, one of the leading telecommunication company in the country currently recruits for the position of job title Customer Support Partner (Lagos)
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, BEd, BSc, BTech or HND
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