Customer Support Partner (Supervisory) at MTN Nigeria

Posted on Mon 20th Aug, 2018 - hotnigerianjobs.com --- (0 comments)

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: Customer Support Partner (Supervisory)

Location: Lagos

Job Descriptions

To provide first line resolution of queries and enquiries from MFS agent network nationwide
To assist first line back office support for internal and external customers relating to agent account management
Up and Cross sell MFS Services to grow spend
Taking agents through USSD process when required
Collate and forward agents numbers to be provisioned for 182
Forward and follow through agents number to be whitelisted for *502# before registration
Set up of approved MFS agents on the system
Report to the line manager any fraudulent activity noticed on agent/customer account.
Escalate issues to support teams and follow through for resolution
Participate in the generation of daily, weekly, monthly reporting and all reporting activities as the need arises
Conduct post implementation test on MFS products and service and share outcomes with relevant stakeholders for continuous product improvements
Assist in implementing effective, proactive, quality processes at the operating level that will positively impact quality and enhance agent and customer satisfaction.
Educate agents, Customer care representative on MFS products and services, functionalities, features and competitive advantage
Capture and monitor agents and partner complaints and points of improvement and ensure complaints and queries are promptly attended to and escalated appropriately
Provide first line dispute resolution between agents and customers.
Establish and maintain professional business relationship with agents to enhance MTNN’s business, image and services.
Handle all enquiries and requests from regions channel and agents, ensure resolution as well as inform all of status of their complaint, query or request and record details of contact.
Cross-functional intra and inter-departmental interface in ensuring smooth flow of MFS processes,
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.