Team Leader - Account Management, Customer Relations and Experience 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 Leader - Account Management, Customer Relations and Experience

Job Identification: 5917
Location: Ikoyi, Lagos
Job Category: MTN Level 2
Job Schedule: Full-time
Reports To: Manager - Key Relationship Management
Division: Customer Relations and Experience

Mission

• Contribute to the sustenance of the MTN brand by providing high quality customer care to all MTN’s customers through assigned media/ within designated location 
• To drive productivity, professionalism and operational efficiency in the attainment of excellent service delivery 
• To assist in the maintenance of established quality standards through first line evaluation and reporting of process flows with the aim of identifying areas for process improvement 

Description

• Ensure Key Customer Data is adequately captured and prompt documentation of transactions and collect data and information on customer care needs/issues. 
• Monitor Accounts as assigned by partners. 
• Prepare standard and ad hoc reports on sales for management review and carry out statistical / data compilation/reconciliation, as directed, to ameliorate service.
• Ensure the collected customer data is kept confidential and used specifically for the purpose of its collection. 
• Conduct daily assessments of consumer accounts, ensuring proper segmentation and accurate upload of customer details 
• Proactively identify possible reconciliation issues and promptly escalate to relevant process owners  
• Ensure accuracy of bill before it is sent. 
• Perform other tasks as required by SCRP Or CRP regarding account or product enquiries 
• Participate in mock and actual bill run quality assurance, ensuring only high-quality invoices get to the customer 
• Perform software installation and configuration requests to customer satisfaction. 
• Carry out cross & up-selling of products and services 
• Perform incidence escalation process in compliance with laid down policies and procedures 
• Log compensation calls for inconvenience to customers 

Requirements
Education:

• First Degree in any relevant discipline  
• Fluent in English 

Experience:
3-7 years’ experience which includes

• Experience working in a medium organization 
• Experience in the service industry 
• Experience in a call center (Prepaid/Postpaid) environment 

Application Closing Date
2nd July, 2025, 10:59 PM.