Customer Support Partner in Lagos, Nigeria

at MTN Nigeria

Minimum Qualification
Bachelor's Degree
Required Experience
3 - 5 years
Employment Type
Full Time
Male or Female
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Job Description

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.
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