Partner - Customer Support Traditional Channels.Fixed Broadband
- Hiring from
- Nigeria
- Work type
- Hybrid
- Posted
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Reports To: Manager - Customer Channel Management Broadband LSW.
Division: Fixed Broadband
Mission:
- Identify and assess customer needs accurately to ensure high levels of customer satisfaction.
- Deliver superior quality support to all Fixed Broadband (FBB) customers through proactive and empathetic engagement.
- Effectively utilize customer management systems, tools, and best practices to resolve issues and enhance service delivery.
- Manage inbound and outbound customer interactions to drive retention, loyalty, and revenue growth.
- Ensure consistent alignment with MTN’s customer-centric values and operational excellence standards.
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 resolution of ALL service provisioning and sales support PPPs items.
- Analysis of customer requests for prompt resolution.
- Ensure end-to-end account management for Broadband customers.
- Review new and existing customer service contracts to identify and escalate clauses with negative impact on customer support and relationship management.
- Implement new initiatives on simplified customer’s journey across all digital channels and regularly review FAQs to address customer’s needs.
- Pro-active analysis of all support systems (charging, CLM, DCLM, etc.) as well as broadband products with a view to identifying customers pain points and resolving issues before escalation.
Education:
- A first Degree or equivalent in Social Science, Business Management Accountancy, or related discipline Course
- Fluent in English
Experience:
- 3 – 7 years’ experience in an area of specialisation; with experience working with others
- Experience working in a multinational organization.
- Experience in a customer service role in the telecommunications industry.
- Practical experience in the use of CRM software, helpdesk software, salesforce software, customer management tools.
- Advanced proficiency in the use of Microsoft Excel spreadsheets and MS Word.
- Professional certification on Customer Service/Relations will be an added advantage.
