Partner - Client Success Nursery and Outbound, 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: Partner - Client Success Nursery and Outbound, Enterprise Business

Job Identification: 4180
Location: Ikoyi, Lagos
Job type: Full-Time
Job Category: MTN Level 2
Division: Enterprise Business
Reports to: Manager - Client Success MEs Nursery and Outbound Services

Mission

• Ensure top-quality client service and support in the areas of EB Products fulfillment and service management tasks.

Description

• Ensure zero bad debt on accounts through accurate account and product set-ups on the systems.
• Drive credit allocation, collections, and debt management processes across all assigned clients’ accounts.
• Constant analysis of Managed customer database for revenue and debt management.
• Work with product, UAT, and support teams to validate new products, new systems, and upgrades.
• Generate relevant reports as required by the business.
• Ensure quality assurance validation is carried out on accounts worked on in the course of each month.
• Ensure prompt service delivery by adhering to agreed SLAs.
• Ensure resolution of incidents raised by clients via FCR or further escalation to 2nd-level incident management.
• Liaise with support teams (within and outside EB) in order to resolve any customer-identified issue.
• Perform service fulfillment for enterprise customers (i.e., activation, SIM swaps, migrations, etc.).
• Achieve at least an 80% score in EB Customer Satisfaction internal surveys.

Educational Qualifications

• First Degree or equivalent in Social or Management Science (Accounting/Finance-related degrees preferred)
• Fluent in English
• Service management certification (added advantage)

Experience:
3–7 years of experience, which includes:

• Experience in B2B Tech/Telecoms Customer Care/Service, Customer Success; 
• Experience working with a customer-facing team
• Experience in a customer service environment in the telecommunications industry.
• Experience working in a structured medium or large enterprise organization 
• Experience in billing, credit, collections, and debt management roles
• Advanced proficiency in the use of Microsoft Excel spreadsheets, MS Word, MS Outlook, Google applications, and AI tools
• Membership in professional customer service and relationship associations will be an added advantage.
• Relationship Management or Stakeholder Management

Application Closing Date
5th April, 2024; 22:59

How to Apply
Interested and qualified candidates should:
Click here to apply online

Note

• Eligible Females and People with Disabilities are encouraged to apply.
• MTN Nigeria Communications Plc (MTN) does not and will never ask for payment of any kind from applicants in all MTN’s recruitment processes and stages such as job application, CV review, interview, meeting, and final processing of applications. 
• MTN is not liable for fraudulent publication of job offers in MTN’s name or for the fraudulent use of MTN’s name in any manner whatsoever.