Customer Relationship Manager AT MTN

Job Description
Responsible For Providing Highest Quality Of Customer Focused Care And Satisfaction Using The Knowledge Of Products, Systems, And Procedures To Make Informed Decisions And Maintain Profitable Customer Relationships. Track And Monitor Customer Services And Customer Care Operations And Ensure Action Is Taken To Improve And Realize Service Level Targets.
Deploy Tools And Procedures To Capture And Monitor Customer Complaints And Points Of Improvement And Ensure Complaint Are Promptly Attended To And Customer Informed Of Status In The Resolution Process. Collect Data And Information On Customer Care Needs/Issues And Manage Implementation Of New Systems, Procedures And Work Ethics To Improve Customer Service Efficiency. Monitor And Prepare Periodic Report On Sales And Generate Periodic Reports For Management Review. Review Customer Relationship Management (CRM) Operations, Ensuring Operational Objectives Are Achieved, Identifying Trends And Ensuring Optimum Service Levels Are Achieved And Maintained. Develop Procedures To Promote Establishment And Maintenance Of Meaningful Communications Between Customers And Customer Care Representatives. Establish/Maintain Lasting Relationship Between Customers And Customer Care Representatives, As Well As Other Key Units (Sales, Channel Distribution, Service Centers, Call Center) To Maintain A Customer-Focused Attitude Toward Activities That Improve Customer Lifetime Value. Partner With MTNN’s Ecosystem Partners To Deliver Business Value. Manage Relationships With Key Stakeholder Units (EBU, Information Systems, Credit Collections & Billing, Marketing, Sales & Distribution, Walk-In & Online). Responsiblefor The Management Of All Revenue Collection, Billing Management, Debtmanagement And Credit Control Functions On Postpaid Subscribers. · Providequalitative Customer Care By Ensuring Credit Worthiness Of The Postpaidcustomer Base. · Overseecredit Vetting And Assessment Delivery In Line With MTNN’s Policy And Consumerstandard. · Ensurebad Debt Reduction And Management Across The Entire Postpaid Credit Customerbase. · Setup The Necessary Controls To Ensure That Post-Paid Customers Ageing Management(Provision For Doubtful Debt And Bad Debt Management) Are At Best Minimized. · Facilitatedebt Recovery Drive And Recommend New Strategies For Debt Collections. · Facilitatequalitative Customer Care By Ensuring Integrity, Accuracy Of Postpaid Invoices. · Facilitatequalitative Customer Care By Ensuring Prompt Generation And Distribution Ofbills To The Entire Postpaid Base. · Ensureproper Management Of Post-Paid Customer's Receivables By Ensuring Regular Andproper Update And Reconciliation Of Invoices And Payment. · Ensureadequate Reporting And Management Of Postpaid Consumer GSM, Postpaid VIP AndInternal Accounts Including Their Products And Services. · Manageidentified Risks Within The Unit And Propose New Strategies For End-To-EndPostpaid Billing, Credit And Debt Management. · Setup Policies And Procedures For Management Approval And Regular Review Ofapproved Policies And Procedures For The Management Of Post-Paid Customersoperation To Ensure Continuous Effectiveness And Efficiency In Servicedelivery. · Facilitateand Lead In The Definition Of User Requirements To Guide The Development Anddeployment Postpaid Billing Enhancement. · Recommendnew Strategies In The Postpaid Billing Platform According To Best Practice · Facilitatethe Development And Implementation Of Customer Care Framework And Support Forfrontlines Service Points On Postpaid Services.
Job Condition
Normal MTNN Working Conditions Maybe Required To Work Extended Hours Regional Travel (For Regional Service Managers)
Experience & Training
· Firstdegree In Social Science Or Any Related Field An MBA Is Desirable Minimum6 Years’ Experience Which Includes: · 3 Years Work Experience In Areaof Specialisation In Experience Supervising Others · Experience In Financial Creditrisk Management · Experience In Credit Matrixscoring And Assessment · Exposure To Telecom Billingtechnologies And Complementary Technologies Experience In Managing Complex Processes Andprocedures Training: Customer Relationship Management Employee Performance Management Management Programs MS Excel (Intermediate And Advanced) MTN Products & Services Project Management Service Excellence Audit/ Inventory Training People & Performance Management Financial Planning & Budgeting Business Intelligence Service Segmentation Resource Planning ICT Cutting Edge Technologies Crisis Management Innovation Management Credit Management Change Management Brand Management MS Office Enterprise
Minimum Qualification BA, BEd, BSc, HND Or BTech
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