Education and Experience Requirements

• First Degree or equivalent in Social or Management Science (Accounting/Finance related degrees preferred)
  
• Fluent in English
  
• Service Management certification (added advantage)
  

• 3 years’ experience of working in a customer-facing team
  
• 1 - 2 years’ experience in B2B Tech/Telecoms Customer Care/Service, Customer Success.
  
• 1 – 2 years’ experience working in a structured medium or large enterprise organization
  
• 1 – 2 experience billing, credit, collections and debt mgt role
  
• Experience in a customer service environment in the telecommunications industry.
  

• Ensure zero bad debt on accounts though accurate account and products set-ups on the systems
  
• Drive credit allocation, collections and debt mgt processes across all assigned clients’ accounts
  
• Work with product, UAT and support teams to validate new products, new systems and upgrades
  
• Generate relevant reports as required by the business
  
• Ensure QA validation is carried out on accounts worked on in the course of each month
  
• Ensure prompt service delivery by keeping to agreed SLAs
  
• Ensure resolution of incidents raised by clients via FCR or further escalation to 2nd level incident mgt
  
• Gather products, services and solutions insights for enhancement of EB offerings in the market
  
• Drive the Completion of all service improvement initiatives as at when due
  
• Pro-active analysis of all support systems (charging, billing, etc.) as well as enterprise products with a view to identifying customers pain points and taking proactive steps to resolve the identified issues
  
• Liaise with support teams (within and outside EB) in order to resolve any customer identified issue
  
• Perform Service fulfilments for Enterprise customers (i.e. Activation, SIM Swaps, Migrations, etc.)
  
• Achieve at least 80% score in EB Customer Satisfaction internal surveys