"Exciting Job Opportunity at MTN: Partner - Customer Support LSW Position Available"

"Exciting Job Opportunity at MTN: Partner - Customer Support LSW Position Available"

About MTN 

MTN Nigeria stands as a important entity within the expansive community of the MTN Group, a renowned chief in the realm of mobile telecommunications across the African continent. It etched its mark in records on May sixteen, 2001, by pioneering the primary GSM call, a landmark moment that accompanied the widely celebrated Nigerian GSM auction orchestrated via the Nigerian Communications Commission earlier that yr. This pivotal event paved the way for MTN Nigeria to embark on its journey of complete-scale business operations.

Join The Current Recruitment for MTN 

Job Details

Job Position: Partner - Customer Support LSW

Job Type: Full type

Job Experiance : 2/3./7

Job Mission Statement:

Our mission is to thoroughly understand and evaluate the needs of our customers to ensure their utmost satisfaction. We are dedicated to providing superior customer support services to all Fixed Broadband (FBB) customers, striving for excellence in every interaction. Through the effective utilization of customer management systems and best practices, we aim to enhance the overall customer experience and foster long-term relationships with our valued clients.

Job Responsibility/ Descriptions

• Thorough Analysis of Customer Requests:

       - Conduct in-depth analysis of customer inquiries and requests to facilitate prompt and effective                resolution of issues.

       - Utilize advanced analytical tools and techniques to identify underlying customer needs and                      preferences.

• End-to-End Account Management:

         -Take ownership of customer accounts and ensure seamless management of all aspects related to              fixed broadband services.

           - Maintain comprehensive records of customer interactions and transactions for reference and                   future follow-up.

• Contract Review and Clause Identification: 

         - Review both new and existing customer service contracts to identify any clauses that may                       negatively impact customer support and relationship management.

          - Escalate identified issues to the appropriate stakeholders for resolution and mitigation.

• Initiative Implementation for Customer Journey Enhancement:

          - Spearhead the implementation of new initiatives aimed at simplifying customers' journeys                      across various digital channels.

        - Regularly review and update frequently asked questions (FAQs) to address evolving customer                needs and concerns.

• Proactive System and Product Analysis:

          - Conduct proactive analysis of all support systems and broadband products to identify potential              pain points and address them proactively.

          - Collaborate with internal support teams to resolve any customer-identified issues in a timely                    manner.

• Achieving Customer Satisfaction Targets:

          -Strive to achieve a minimum of 80% satisfaction score in Fixed Broadband NPS (Net Promoter              Score) internal surveys.

          - Continuously monitor customer feedback and implement necessary improvements to enhance                 service quality.

• Collaboration with Product and Support Teams:

         - Collaborate closely with product development, User Acceptance Testing (UAT), and support                 teams to validate new products, systems, and upgrades.

        - Ensure seamless integration and compatibility of new offerings with existing customer support              frameworks.

• Service Provisioning and Sales Support:

          - Take proactive measures to ensure the resolution of all service provisioning and sales support                PPPs (Prepaid Plan Packages) items.

           - Provide comprehensive assistance and guidance to customers regarding available broadband                  plans, features, and promotions.

Education and Experience:

• Interested Candidate Must Have Bachelor's degree or equivalent in Social Science, Business Management, Accountancy, or a related field.
•  Interested Candidate Must Have Proficient in English language.
• Interested Candidate Must Have 3–7 years of experience in a specialized area, with a proven track record of collaborating effectively with others.
• Interested Candidate Must Have Experience be working in a multinational organization, preferably in the telecommunications industry.
• Interested Candidate Must Have Practical expertise in utilizing CRM software, helpdesk software, Salesforce software, and other customer management tools.
• Interested Candidate Must Have Advanced proficiency in Microsoft Excel spreadsheets and MS Word.
• Interested Candidate Must Have Professional certification in customer service and relationship management would be advantageous.

HOW YOU CAN APPLY FOR MTN RECRIUTMENT

You can Apply Via this Official Website For MTN

 Partner - Customer Support LSW