[Vacancy]: Partner – Client Success LE and Public LSW Needed at MTN Nigeria

March 18, 2024

Job Description

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.

Click here to apply

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