• Application Deadline:
• Position: Partner - Customer Support Traditional Channels



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 3 - 7 years



• Location Lagos




• Job Field Customer Care 
  
  

Job ID: 6642

Mission

• Identify and assess customer needs accurately to ensure high levels of customer satisfaction.


• Deliver superior quality support to all Fixed Broadband (FBB) customers through proactive and empathetic engagement.


• Effectively utilize customer management systems, tools, and best practices to resolve issues and enhance service delivery.


• Manage inbound and outbound customer interactions to drive retention, loyalty, and revenue growth.


• Ensure consistent alignment with MTN’s customer-centric values and operational excellence standards.

Description

• Work with product, UAT and support teams to validate new products, new systems, and upgrades.


• Generate relevant reports as required by the business.


• 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 Broadband customers.


• Review new and existing customer service contracts to identify and escalate clauses with negative impact on customer support and relationship management.


• Implement new initiatives on simplified customer’s journey across all digital channels and regularly review FAQs to address customer’s needs.


• Pro-active analysis of all support systems (charging, CLM, DCLM, etc.) as well as broadband products with a view to identifying customers pain points and resolving issues before escalation.

Requirements

Education:

• A first Degree or equivalent in Social Science, Business Management Accountancy, or related discipline Course 


• Fluent in English.

Experience:

• 3 - 7 years’ experience in an area of specialisation; with experience working with others 


• Experience working in a multinational organization.


• Experience in a customer service role in the telecommunications industry.


• Practical experience in the use of CRM software, helpdesk software, salesforce software, customer management tools.


• Advanced proficiency in the use of Microsoft Excel spreadsheets and MS Word.


• Professional certification on Customer Service/Relations will be an added advantage.