Team Lead
5 days ago
ABOUT THE COMPANY
MTN Nigeria - The leader in telecommunications in Nigeria, and a part of a diverse community in Africa and the Middle East, our brand is instantly recognisable. It is through our compelling brand that we are able to attract the right talents who we carefully nurture by continuously improving our employment offerings even beyond reward and recognition
JOB SUMMARY
Education:First Degree (or equivalent) in any relevant disciplineFluent in EnglishService Management certification (an added advantage)Experience:3–7 years' experience in an area of specialization, with experience in supervising others3–4 years' experience working in a medium-to-large organization in a similar roleExperience in channel, order, inventory, and customer managementExperience in the use of data analytics tools and appsMust have good hands-on knowledge of Microsoft Excel.Strong analytical and reporting skillsLeadership Skills.
RESPONSIBILITIES
To lead and manage a team of client success partners to deliver excellent customer support, manage billing, credit, and collections, execute customer support operational plans, manage customer relationships with MTNN, and ensure compliance with regulatory and internal audit requirements.DescriptionManage assigned clients in the Medium Enterprise segment across all EB products, services, and solutions.Ensure correct and complete documentation is in place for assigned clients. Manage document archiving and control to ensure customer information is maintained for record purposes.Co-ordinate and monitor the activities of Client Success Partners and facilitate prompt and complete dissemination of relevant information to team members.Carry out NCC compliance pre-audit and audit checks on relevant services and processes, and provide a compliance report for management review.Monitor and prepare periodic reports on service-to-sales activities (upselling and cross-selling) for management review.Drive regional achievement of auto payment channel adoption and target.Act as a change agent in the implementation of new initiatives both within the business unit and across the organization, including initiatives to reduce churn and increase customer loyalty within segments.Assist in carrying out customer-related research and coordinating the customer satisfaction index and brand perception survey.Establish and maintain professional business relationships with customers, collection agencies, and trade organizations.
REQUIRED SKILLS
Conflict and complaint resolution, Customer service, Compliance, Leadership skills, Ability to coordinate, Team leadership, Customer support, CRM systems, Communication, Documentation and record keeping
REQUIRED EDUCATION
Bachelor's degree
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