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Closed for applicationsOnly on Fuzu
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MTN Nigeria
Analyst - Customer Acquisition and Compliance
Port Harcourt • Nigeria
Closed for applications
Profession (Telecommunications)
Accounting, finance, banking, insurance,Business, strategic management,Customer support, client care,Electrical engineering,Engineering, architecture,Human resources,Information technology, software development, data,Legal,Media, communications, languages,Project, program management,Sales, marketing, promotion,Telecommunications,Transportation, logistics, driving,
Industry (Customer support, client care)
Aeronautics,Agriculture, fishing, forestry,Banking, microfinance, insurance,Communications, media, radio, tv,Computers, software development and services,Consulting, business support, auditing,Education, academic,Energy, utilities, environment,Finance & FinTech,Health care, medical,Human resources, talent development, recruiting,Manufacturing,Non-profit, social work,Outsourcing, leasing,Real estate,Restaurant, hospitality, travel,Retail, wholesale, FMCG,Telecommunications,Transportation, logistics, storage,
Seniority (Customer support, client care, Telecommunications)
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Airtel Uganda
Telecommunications
Description
Qualifications
- Bachelor’s degree in business / commercial discipline. MBA added advantage.
- A strong understanding of numbers/finance/accounts with excellent MS - Excel skills
- 2 to 4 years of customer experience partner management in a busy environment.
- Telecom experience will be an added advantage.
Responsibilities
- Ensure excellent day today service experience for customers aligned to customer experience rules and procedures.
- Monitor quality of inbound and service recovery interactions.
- Enforce adherence to quality-of-service guidelines and metrics.
- Identify and do a root cause analysis (RCA) of call triggers as per call centre trends.
- Work with all stake holders to address customer pain points (Vendors, networks and Marketing teams).
- Monitor SLA’s for resolution of service downtimes aligned to customer experience rules.
- Act as an interface between the call centre and other departments on all customer facing related issues.
- Conduct periodic surveys on inbound customers to assess levels of satisfaction.
- Follows queries that are escalated by the partners to departments for support so as to ensure prompt resolution of the such queries.
- Ensure adherence to process compliance.
- Partner management.
- Reporting.
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