Team Lead - Client Success Partner LE and Public Sector North, 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 - Client Success Partner LE and Public Sector North, Enterprise Business

Job Identification: 4750
Location: Abuja
Job Schedule: Full time
Reports To: Manager - Client Success LE and Public Sector
Division: Enterprise Business
Job Category: MTN Level 2

Mission

• To lead and manage a team of customer support partners to deliver excellent customer support, implement order fulfilment requests, provide customer support operational plans and ensure compliance to regulatory and internal audit requirements.

Description

• Ensure Key Customer Data is adequately captured and prompt documentation of transactions and collect data and information on customer care needs/issues.
• Ensure the collected customer data is kept confidential and used specifically for the purpose of its collection.
• Co-ordinate and monitor the activities of Customer Support Partners and facilitate prompt and complete dissemination of relevant information to team members
• Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
• Carry out NCC compliance pre-audit and audit checks on activated GSM lines and provide compliance report for management review
• Carry out non-GSM recons activities with NES and other stakeholders
• Monitor and prepare periodic report on Sales fulfilment for management review.
• Assist in monitoring customer relationship management (CRM) operations, identifying trends and delivering optimum service to customers.
• 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.
• Assist in design, review and update of processes, policies and procedures (PPP’s), in line with organizations' value proposition and communicate service standards to the operations so that quality customer satisfaction is achieved.

Requirements
Education:

• First Degree in any relevant discipline 
• Fluent in English

Experience:
3-7 years’ experience in an area of specialization; with experience in supervising others

• 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
• Strong Analytical and Reporting Skills
• Leadership Skills.

Application Closing Date
12th September, 2024.