Partner, Customer Service at MTN Nigeria

MTN Nigeria is part of the MTN Group, Africa\’s leading cellular telecommunications company. On May 16, 2001, MTN became the first GSM network to make a call following the globally lauded Nigerian GSM auction conducted by the Nigerian Communications Commission earlier in the year.

Partner, Customer Service

Job Type: Full Time

Qualification: BA/BSc/HND

Experience: 3 – 7 years

Location: Lagos

Job Field: Customer Care

Location: Golden Plaza, Lagos

Employment Status: Permanent

Department: Enterprise Business Unit

Unit: Not Specified

Core Purpose of the Job

  • Ensure top quality customer support and follow through on all customers requests, faults/complaints across all product lines and segment to ensure end to end resolution.
  • Carry out frontline empowerment across all enterprise customer touchpoints.

Job Summary

  • Provide a 2nd level service request and faults management function for frontline EB and MTNN customer support or management teams.
  • Provide centralized expertise in managing service faults/requests across EB regions, customer segments, products, services and solutions.
  • Improve customer relationship management by taking the burden of service management from frontline customer support teams.
  • Serve as a liaison with 3rd party and 3rd level service support teams within MTNN (NWG/IT) and outside MTNN (vendors & technical partners) with a view to resolving all service faults within agreed MTTRs and SLAs
  • Execute problem management responsibilities and identify general faults for global resolution.
  • Provide general root cause analysis of technical faults and protect the integrity of MTNN and EBU customer management and service support operations.
  • Assess and report the support provided by the different EB support groups.
  • Empower customers and frontline support/relationship management team with a view to reducing service faults escalated to the center.
  • Protect the integrity of MTNN/EB customer management systems by managing accesses and assessing systems performance on a regular basis.
  • Implement banking and payment adoption processes with a view to ensuring uptime of services deployed to paying customers.

Job Condition:

  • Normal MTNN working conditions.

Minimum Qualification

BA, BEd, BSc or Other
Experience & Training:

  • 3-7 years’ experience in an area of specialisation; with experience working with others.
  • Experience working in a medium organization.
  • Experience in the telecommunications industry in a similar role.
  • Experience in a customer service environment in the telecommunications industry.
  • Advanced proficiency in the use of Microsoft Excel spreadsheets and MS Word.

Method of Application

Interested and qualified candidates should: Click here to apply

Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

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