Customer Support Job Vacancy At MTN Nigeria

Company Overview

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 of:

Job Title: Customer Support Partner

Location: Lagos

Job Summary

  • Analysis of customer requests for prompt resolution
  • Ensure end-to-end account management for Enterprise customers
  • Perform Service fulfilments for Enterprise customers (i.e. SIM Swaps, Migrations, etc.)
  • Liaise with support teams (within and outside ES) in order to resolve any customer identified issue
  • 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
  • Constant analysis of Managed customer database for Revenue and Debt management
  • Work with product, UAT and support teams to validate new products, new systems and upgrades
  • Generate relevant reports as required by the business
  • Ensure 98% collection of ALL invoices as at when due
  • Ensure QA and prompt invoice delivery
  • Review new and existing customer service contracts to identify and escalate clauses with negative impact on customer support and relationship management
  • Ensure less than 5% customer churn on managed accounts
  • Ensure resolution of ALL service provisioning and sales support PPPs items
  • Achieve at least 80% score in ES Customer Satisfaction internal surveys

Job Condition

  • Normal MTNN office environment
  • Extended work hours which may include weekends
  • Occasional travel required
  • Mobile tools of trade (Blackberry service, Laptops and remote accesses)

Experience & Training
Experience:

  • Minimum of 4 years’ experience which includes;
  • 1 – 2 years relevant work experience in the telecommunications industry in a similar role
  • 2 – 3 years’ work 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, B.Ed, B.Sc, B.Tech or HND

Application Closing Date
17th September, 2015.

How to Apply

Interested and qualified candidates should:
Click here to apply online

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Reports released in early 2016 reveal more than 1.3 million Nigerians suffered job losses during the second quarter of 2015 alone, bringing the country's total unemployment rate to greater than 6 million individuals. In an effort to combat these statistics, staffing and education advancement advocate Joblanda has launched increased efforts to work with those affected by Nigeria's diminishing employment availability.

Joblanda is focused on delivering employment, career, and educational advancement opportunities to Nigerians who are seeking them. Built on the premise of doing more than just collecting and listing vacancies, we also help ensure each vacancy is well-matched to the job seeker by organizing the listings by required academic qualifications, years of experience, and industries of expertise.

In order to drive individual and collective economic growth, we also disseminate information about scholarships and educational opportunities as well as events and initiatives that can help people advance to a better career. We want to assist people In gaining the tools and information they need to live a better life, and we know that finding a great career is vital to accomplishing that goal.

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