MTN Nigeria Partner, Customer Service Jobs

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.

How to Apply

For more information and job application details, see; MTN Nigeria Partner, Customer Service Jobs

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