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Posted 4 months ago

MTN Group Limited is a South African multinational mobile telecommunications company, operating in many African, European, and Asian countries.

Its head office is in Johannesburg. MTN recorded 232.6 million subscribers, making it the eighth largest mobile network operator in the world, and the largest in Africa. 

Partner – Customer Support.Enterprise Business NG Job Summary

JOB TITLE:  Partner – Customer Support.Enterprise Business NG

JOB LOCATION: MTN plaza, Ikoyi, Lagos State, South West Region, 101233, NG

JOB TYPE: Full-time

Degree Level: University

Job Identification: 1124

Partner – Customer Support.Enterprise Business NG Job Details

  • 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 and prompt invoice delivery
  • Ensure resolution of ALL service provisioning and sales support PPPs items
  • Ensure less than 5% customer churn on managed accounts
  • Constant analysis of Managed customer database for Revenue and Debt management
  • Ensure 98% collection of ALL invoices as at when due
  • Analysis of customer requests for prompt resolution
  • Ensure end-to-end account management for Enterprise customers
  • Review new and existing customer service contracts to identify and escalate clauses with negative impact on customer support and relationship management
  • Pro-active analysis of all support systems (charging, billing, etc.) as well as enterprise products with a view to identifying customers pain points and resolving issues before escalation
  • Liaise with support teams (within and outside Enterprise Business)  in order to resolve any customer identified issue
  • Perform Service fulfilments for Enterprise customers (i.e. SIM Swaps, Migrations, etc.)
  • Achieve at least 80% score in ES Customer Satisfaction internal surveys

Education:

  • First Degree or equivalent in Social or Management Science discipline
  • Fluent in English 

Experience:3 – 7 years’ experience in an area of specialization; with experience working with others

  • Experience working in a medium-sized organization 
  • Experience in a customer service environment in the telecommunications industry.
  • Advanced proficiency in the use of Microsoft Excel spreadsheets and MS Word
  • Membership of Professional Customer Service/Relations associations will be an added advantage 
Application Deadline:

03/03/2022, 11:59 PM

Posting Date:

02/23/2022, 06:12 AM

For more information visit the MTN Recruitment Website.

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