Company Info
Large organization
MTN Nigeria - Our brand is easily identifiable as the leading telecommunications provider in Nigeria and a member of a diversified community throughout Africa and the Middle East. Our appealing brand attracts the right talent, which we actively nurture by always upgrading our job options beyond reward and recognition.
200 + Employees
MTN Nigeria – Our brand is easily identifiable as the leading telecommunications provider in Nigeria and a member of a diversified community throughout Africa and the Middle East. Our appealing brand attracts the right talent, which we actively nurture by always upgrading our job options beyond reward and recognition.
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
Deadline: 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.