Partner - Customer Support Digital Broadband

5 days ago

Lagos, Lagos, Nigeria MTN Full time ₦400,000 - ₦800,000 per year

Mission:
  • Ensure Operational Excellence whilst overseeing the daily operations, monitor key performance indicators (KPIs), and ensure adherence to policies and procedures to optimize team productivity and efficiency.
  • Deliver superior quality support to all Fixed Broadband (FBB) customers through proactive and empathetic engagement.
  • Manage all digital Channels (Whatsapp, Social Media and Email) customer interactions to drive retention, loyalty, and revenue growth
  • Serve as a point of escalation for complex issues, providing guidance and support to agents to ensure exceptional customer service and satisfaction.
  • Analyze performance data, identify areas for improvement, and implement strategies to meet and surpass departmental and organizational goals.
  • Effective use of customer management systems and practices.


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:
  • 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.

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