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Officer, Customer Support at MTN Nigeria

Core purpose of the Job

  • Ensure top quality customer support in all areas of key account management

Education

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

Experience

  • Minimum of 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 Summary

  • 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 
  • 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. 

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