Job description • Analysis of customer requests for prompt resolution• Ensure end-to-end account management for Enterprise customers• Perform Service fulfilments for Enterprise customers (i.e. SIM Swaps, Migrations, etc.)• Liaise with support teams (within and outside ES) in order to resolve any customer identified issue• Pro-active analysis of all support systems (charging, billing, etc.) as well as enterprise products with a view to identifying customers pain points and resolving issues before escalation• 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 98% collection of ALL invoices as at when due• Ensure QA and prompt invoice delivery• Review new and existing customer service contracts to identify and escalate clauses with negative impact on customer support and relationship management• Ensure less than 5% customer churn on managed accounts• Ensure resolution of ALL service provisioning and sales support PPPs items• Achieve at least 80% score in ES Customer Satisfaction internal surveys
Job condition • Normal MTNN office environment• Extended work hours which may include weekends• Occasional travel required• Mobile tools of trade (Blackberry service, Laptops and remote accesses)
Experience & Training
Experience:• Minimum of 4 years’ experience which includes;• 1 – 2 years relevant work experience in the telecommunications industry in a similar role• 2 – 3 years’ work experience in a customer service environment in the telecommunications industry.• Advanced proficiency in the use of Microsoft Excel spreadsheets and MS Word• Membership of Professional Customer Service/Relations associations will be an added advantageTraining:• Basic Enterprise products and services.• MTN Products & Services• Relationship Management• Relevant systems training• Financial/Mgt Accounting basics• Corporate Collections policies, processes and procedures• Telephone/ physical interaction etiquettes
Minimum qualification
BA, BEd, BSc, BTech or HND
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