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Seniority (Customer support, client care)
© Fuzu Ltd
MTN Nigeria
Telecommunications
Description
Education and Experience Requirements
- A first Degree or equivalent in Social Science, Business Management Accountancy, or related discipline Course
- Fluent in English
- 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.
Responsibilities
- 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.
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