Apply for customer service partner at mtn nigeria / details and application guide

MTN Nigeria - The leader in telecommunications in Nigeria, and part of a diverse community in Africa and the Middle East, our brand is instantly recognable. It is through our compelling brand that we are able to attract the right talents which we carefully nurture by continuously improving our employment offerings even beyond reward and recognition.

We are recruiting to fill the vacant position below:

Job Title: Customer Service Partner
Location: Lagos

Description Job

Ensure top quality customer support in all areas of key account management
Make sure less than 5% customer churn on managed accounts
Constant analysis of Managed customer database for Revenue and Debt management
Make sure 98% 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 a resolution of ALL service provisioning and sales support PPPs items
Analysis of customer requests for prompt resolution
Make sure 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 ES) in order to resolve any identified client
Perform Service Compatibility for Enterprise customers (ie Swaps SIM, Migrations, etc.)
Achieves 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 oversee
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 Condition:

Normal MTNN office environment
Extended work hours which may include weekends
Occasional travel required
Mobile tools of trade (Laptops and remote accesses)

Experience & Training

Education:

First degree in any relevant discipline
Fluent in English
First Degree or equivalent in Social or Management Science Course

Experience:

Minimum of 3 years' experience in an area of specialization; with experience working with others
Experience working in a medium organization
Experience in the telecommunications industry has 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 added advantage

Training: