Team Lead - Customer Service, Enterprise Business at MTN Nigeria

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 position below:

Job Title: Team Lead - Customer Service, Enterprise Business

Job Identification: 1524
Location: Ikoyi, Lagos
Job Schedule: Full time
Job Category: MTN Level 2
Reports To: Manager EBU Service Management Order Management and Billing Services
Division: Enterprise Business

Description

• Manage order fulfilment for ALL EBU products, services and solutions (outside the services delivered by Solutions Development team).
• Ensure correct and complete documentation is received for order fulfilment. Manage document archiving and control to ensure customer information is maintained for record purposes
• Capture Sales fulfilment requests, complaints and ensure prompt completion of requests at a higher standard expected from the team and ensure requesters are informed of status in the fulfilment process
• Ensure adherence to schedules and other defined rules and regulations within Order Management and that procedures are followed to promote meaningful communications between customers, Account Partners and customer support partners
• Capture Sales fulfilment requests, complaints and ensure prompt completion of requests at a higher standard expected from the team and ensure requesters are informed of status in the fulfilment process
• Prepare weekly and monthly sales reports for Enterprise Sales & Business Performance review for sales commission purposes
• Provision of services on various customer management systems e.g. Siebel CRM, Billing System etc.
• Execute UAT of automated order fulfilment processes for new and enhanced products
• Perform system and network reconciliations of services provisioned on the customer management systems
• Ensure prompt resolution of all service provisioning issues raised by EBU Sales and frontline Customer Support team
• Report newly activated customers/services to appropriate teams within Sales and ES Customer Support for customer Nursery management
• Performs weekly/monthly pre-audit checks on activated corporate lines for prevention of regulatory infractions

Requirements
Education:

• First Degree in any relevant discipline
• Fluent in English

Experience:

• 3-7 years’ experience which includes:
  • Experience working in a medium to large organization
  • Experience in channel, order, inventory and customer management
  • Experience in the use of data analytics tools/App
  • Must have good hands-on knowledge of Microsoft Excel
  • Demonstrated Strong Analytical and Reporting Skills
  • Demonstrated Leadership Skills.

Application Closing Date
20th September, 2022 at 11:59 PM.