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
• Analysis Of Customer Requests For Prompt Resolution
• Ensure 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 Customer Identified Issue
• Perform Service Fulfilments For Enterprise Customers (I.E. SIM Swaps, Migrations, Etc.)
• 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 (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 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 BA, BSc, HND Or BEd
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