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Support Partner Customer Service (Supervisory) 59 views

More Information

MTN is seeking Support Partner Customer Service (Supervisory) in addition to its workforce.

Job Description

  • 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
  • Ensure End-To-End Account Management For Enterprise Customers
  • 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
  • Perform Service Fulfilments For Enterprise Customers (I.E. SIM Swaps, Migrations, Etc.)
  • Analysis Of Customer Requests For Prompt Resolution
  • Review New And Existing Customer Service Contracts To Identify And Escalate Clauses With Negative Impact On Customer Support And Relationship Management
  • Liaise With Support Teams (Within And Outside ES) In Order To Resolve Any Customer Identified Issue
  • 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.

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:
3-7 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:
  • 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

BSc, HND, BTech Or BEng

 

  • This job has expired!
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