• Application Deadline: Wed, 17 Apr 2024 00:00:00 GMT
• Position: Team Lead - Customer Service


• Job Type Full Time


• Qualification BA/BSc/HND , MBA/MSc/MA


• Experience 3 - 7 years


• Location Lagos


• City Ikoyi


• Job Field Customer Care 
  

Mission:

• To lead a team of call center executives in delivering high-quality service management within the framework of an agreed sales strategy to meet operational targets for revenue, profitability, and customer satisfaction.


• Support of MTN Business customers through effective and efficient customer engagement and key account management strategies (management of faults, services, SLAs, account receivables, and general customer engagement).

Description:

• Ensure full implementation of operational plans and strategies with regards to the workforce, systems, and quality control of the CR-SME support desk.


• Ensure the provision of quality support to MTN Business through proper alignment and harmonization of available resources.


• Proactively identify and address potential quality and performance inhibitors.


• Co-ordinate periodic evaluations of system and process performance at the CR-SME support desk.


• Provide specialist input regarding software acquisition, upgrade, and development.


• Ensure adherence to service levels and other call center performance metrics.


• Participate in the development of quality standards as well as monitor adherence to them.


• Ensure prompt compilation and generation of relevant reports for management reporting.


• Ensure the provision of second-level support to all unmanaged small and medium enterprise (SME) customers.


• Follow through on customer queries, ensuring prompt resolution and feedback.


• Implement cross-selling and up-selling.


• Implement a customer satisfaction survey, identify major customer concerns over service delivery, and then work with the customer to define the issues.


• Implement customer win back initiatives and follow up to ensure customer retention.


• Implement all customer support SLAs, service plans, and PPPs for the Enterprise Customers Helpdesk and assigned customer SME segments.

Education:

• First degree or equivalent in Social or Management Sciences, Humanities etc.


• Professional certifications and/or MBA will serve as an added advantage.

Experience:

3–7 years of relevant work experience in the telecommunications industry in a similar role.

• Advanced proficiency in the use of Microsoft Excel spreadsheets


• Membership in a customer service-related professional association