MTN Nigeria - 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.

POSITION  :  Officer, Customer Support

DESCRIPTION

• Ensure end-to-end account management for Enterprise customers
• Liaise with support teams (within and outside the unit)  in order to resolve any customer identified issue
• Perform Service fulfilments for Enterprise customers
• Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
• Foster active collaboration and relationships with employees across all levels and divisions in line with MTN’s VB and values.
• Ensure minimal customer churn on managed accounts
• Constant analysis of Managed customer database for Revenue and Debt management
• Ensure maximum collection of ALL invoices as at when due
• 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
• Analysis of customer requests for prompt resolution

Education

•  Degree or equivalent in Social or Management Science Course
• Membership of Professional Customer Service/Relations associations will be an added advantage

Experience:

•  3 years’ experience in an area of specialisation; with experience working with others
• Account Management
• Customer Service/Relationship
• Experience in a customer service environment in the telecommunications industry.
• Reporting and advanced proficiency in the use of Microsoft Excel spreadsheets and MS Word
• Debt Management and Revenue Collection experience
• Fault resolution and issue escalation

Job Conditions

• Normal MTNN office environment.
• Occasional travel required
• Extended work hours which may include weekends