Customer Service Partner at MTN Nigeria

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.Customer Service PartnerJob Type:Full Time  Qualification:BA/BSc/HND  Experience:3 yearsLocation:LagosJob Field:Sales / Marketing / Business Development   Job DescriptionEnsure top quality customer support in all areas of key account managementEnsure less than 5% customer churn on managed accountsConstant analysis of Managed customer database for Revenue and Debt managementEnsure 98% collection of ALL invoices as at when dueWork with product, UAT and support teams to validate new products, new systems and upgradesGenerate relevant reports as required by the businessEnsure QA and prompt invoice deliveryEnsure resolution of ALL service provisioning and sales support PPPs itemsAnalysis of customer requests for prompt resolutionEnsure end-to-end account management for Enterprise customersReview new and existing customer service contracts to identify and escalate clauses with negative impact on customer support and relationship managementPro-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 escalationLiaise with support teams (within and outside ES)  in order to resolve any customer identified issuePerform Service fulfilments for Enterprise customers (i.e. SIM Swaps, Migrations, etc.)Achieve at least 80% score in ES Customer Satisfaction internal surveysProvide technical, procedural and policy guidance to customer support partner and other operational staff and superviseContinuously 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 environmentExtended work hours which may include weekendsOccasional travel requiredMobile tools of trade (Laptops and remote accesses) 

Apply at