Customer Support Partner

Job opening: customer service jobs, jobs in Lagos Mainland, Lagos, Nigeria

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Customer Support Partner
Location: Lagos Mainland, Lagos
Last update:

Ad 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.

We are recruiting to fill the vacant position of:

Job Title: Customer Support Partner SME (Estate Management) Location: 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

Minimum Qualification

BA, B.Ed, B.Sc, B.Tech or HND

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
Method of Application
Use the job title as the subject of the mail
Interested candidates who meet the above requirements should submit a copy of their detailed & recent CV to our email.
NOTE:
*Applicants are to submit only ONE application as multiple applications may result in disqualification.
*Applicants will be responsible for applications submitted on any other Email address.
* Only candidates residing in lagos will be shortlisted and contacted for an interview
(Application not complying with this instruction shall be disqualified.)

Application Close Date: Not Specified
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