Partner - Client Success Strategic and Global at MTN Nigeria

Reports To: Manager - Client Success Strategic and Global Clients

Division: Enterprise Business

Mission:


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


Description:


Work with product, UAT and support teams to validate new products, new systems and upgrades
Generate relevant reports as required by the business
Ensure QA and prompt invoice delivery
Ensure resolution of ALL service provisioning and sales support PPPs items
Analysis of customer requests for prompt resolution
Ensure end-to-end internal customer experience management
Adequate feedback on requests is provided to requesters
Review new and existing customer service contracts to identify and escalate clauses with negative impact on customer support and relationship management
Pro-active analysis of all support systems (charging, billing, etc.) as well as enterprise products with a view to identifying customers pain points and taking proactive steps to resolve the identified issues
Liaise with support teams (within and outside EB) in order to resolve any customer identified issue
Perform Service fulfilments for Enterprise customers (i.e. Activation, SIM Swaps, Migrations, etc.)
Achieve at least 80% score in EB Customer Satisfaction internal surveys


Education:


First Degree or equivalent in Social or Management Science (Accounting/Finance related degrees preferred)
Service Management certification (added advantage)
Fluent in English


Experience:

3-7 years' experience in an area of specialization; with experience working with others which includes


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, MS Word, MS Word, MS Outlook, Google applications and AI tools
Membership of Professional Customer Service/Relations associations will be an added advantage