Partner - Customer Support, North 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 recognizable. 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: Partner - Customer Support North

Location: Abuja
Employment Type: Full-time

Mission

• Identify and assess customer needs to achieve customer satisfaction.
• Provide a higher level of quality customer support to all Fixed Broadband (FBB) customers.
• Effective use of customer management systems and practices.

Description

• Analysis of customer requests for prompt resolution
• Ensure end-to-end account management for broadband customers.
• Review new and existing customer service contracts to identify and escalate clauses with a negative impact on customer support and relationship management.
• Implement new initiatives to simplify customers' journeys across all digital channels and regularly review FAQs to address customers' needs.
• Pro-active analysis of all support systems (charging, CLM, DCLM, etc.) as well as broadband products with a view to identifying customer pain points and resolving issues before escalation
• Liaise with support teams (within and outside Fixed Broadband) to resolve any customer-identified issue.
• Achieve at least an 80% score in FBB NPS internal surveys.
• Work with product, UAT, and support teams to validate new products, new systems, and upgrades.
• Ensure resolution of all service provisioning and sales support PPPs items.
• Ensure end-to-end account management for broadband customers.
• Educating customers about available broadband plans, features, and promotions and assisting them in selecting the most suitable options based on their needs.

Education

• A First Degree or equivalent in Social Science, Business Management Accountancy, or a related discipline Course
• Fluent in English

Experience:

• 3–7 years’ experience in an area of specialization, with experience working with others
• Experience working in a multinational organization.
• Experience in a customer service role in the telecommunications industry.
• Practical experience in the use of CRM software, helpdesk software, Salesforce software, and customer management tools.
• Advanced proficiency in the use of Microsoft Excel spreadsheets and MS Word
• Professional certification in customer service and relationships will be an added advantage.

Application Closing Date
26th February, 2024.