Jobs 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 Support Partner
Location: Lagos
Experience: 4 year(s)
Course of Study:
Required Grade: Not Specified
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, B.Ed, B.Sc, B.Tech or HND

Application Closing Date
17th September, 2015.