MTN Nigeria Job Vacancy: Support Partner, Customer - Public & Corporate Sector (PH)

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.

We are recruiting to fill the vacant position below:

Job Title: Support Partner, Customer - Public & Corporate Sector (PH)
Job Location: Lagos
Employment status: Permanent



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
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
Perform Service fulfilments for Enterprise customers (i.e. SIM Swaps, Migrations, etc.)
Analysis of customer requests for prompt resolution
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
Achieve at least 80% score in EB Customer Satisfaction internal surveys
Provide technical, procedural and policy guidance to customer support partner and other operational staff and supervise
Liaise with support teams (within and outside EB)  in order to resolve any customer identified issue
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
Experience & Training

Education:
Fluent in English
First Degree or equivalent in Social or Management Science Course

Experience:
3-7 years of 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
BSc or HND

Application Closing Date
18th February, 2020.

How to Apply
Interested and qualified candidates should:
Click here to apply online

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