Job Description
Reports To: Manager – Client Success LE and Public Sector
Division: Enterprise Business
Mission:
- To lead and manage a team of customer support partners to deliver excellent customer support, implement order fulfilment requests, provide customer support operational plans and ensure compliance to regulatory and internal audit requirements.
Description:
- Ensure Key Customer Data is adequately captured and prompt documentation of transactions and collect data and information on customer care needs/issues.
- Ensure the collected customer data is kept confidential and used specifically for the purpose of its collection.
- Co-ordinate and monitor the activities of Customer Support Partners and facilitate prompt and complete dissemination of relevant information to team members
- Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
- Carry out NCC compliance pre-audit and audit checks on activated GSM lines and provide compliance report for management review
- Carry out non-GSM recons activities with NES and other stakeholders
- Monitor and prepare periodic report on Sales fulfilment for management review.
- Assist in monitoring customer relationship management (CRM) operations, identifying trends and delivering optimum service to customers.
- Ensure adherence to schedules and other defined rules and regulations within Order Management and that procedures are followed to promote meaningful communications between customers, Account Partners and customer support partners.
- Capture Sales fulfilment requests, complaints and ensure prompt completion of requests at a higher standard expected from the team and ensure requesters are informed of status in the fulfilment process.
- Assist in design, review and update of processes, policies and procedures (PPP’s), in line with organizations’ value proposition and communicate service standards to the operations so that quality customer satisfaction is achieved.
Education:
- First degree in any relevant disciplineÂ
- Fluent in English
Experience:
3-7 years’ experience in an area of specialization; with experience in supervising others
- Experience working in a medium to large organization
- Experience in channel, order, inventory and customer management
- Experience in the use of data analytics tools/App
- Must have good hands-on knowledge of Microsoft Excel
- Strong Analytical and Reporting Skills
- Leadership Skills
About Us
We at MTN Nigeria Communications Plc (MTNN) are a purpose and value-led organization.
At MTN Nigeria, we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood, and empowered to live an inspired life.
Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA.
As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!
Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers, and stakeholders with a vision to realise our shared goals.
Do you want to be a part of a mission that delivers a bold new digital world to Nigeria and Nigerians?
Then, join MTN Nigeria!
Welcome to our Y’ello family where our people are our most critical competitive assets.
If you are passionate about working for a brand that believes and invests in YOU while delivering the best value to those they serve, then THIS is the place.
Our Employee Value Proposition enables you to work with meaning, connect to develop, thrive in positivity, and grow with purpose, all-round, in all aspects to Live inspired.
It’s a great place to work!
Take that bold step and apply today!
*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.
For whistle blowing and reporting fraudulent recruitment activities, contact us via MTNN.ForensicServices@mtn.com
By applying for this job, I am confirming that I have completed the job application privacy notice on MTN Nigeria job site (https://www.mtn.ng/career/).
