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Partner - Customer Support, Enterprise Business

Closing: Jan 30, 2023

This position has expired

Published: Jan 23, 2023 (14 days ago)

Job Requirements

Education:

Work experience:

Language skills:

Job Summary

Contract Type:

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Requirements

Education:

  • First Degree or equivalent in Social or Management Science discipline
  • Fluent in English

Experience:

  • 3 - 7 years’ experience in an area of specialization; with experience working with others
  • Experience working in a medium-sized organization
  • Experience in a customer service environment in the telecommunications industry.
  • Advanced proficiency in the use of Microsoft Excel spreadsheets and MS Word
  • Membership of Professional Customer Service/Relations associations will be an added advantage.


Responsibilities

Requirements

Education:

  • First Degree or equivalent in Social or Management Science discipline
  • Fluent in English

Experience:

  • 3 - 7 years’ experience in an area of specialization; with experience working with others
  • Experience working in a medium-sized organization
  • Experience in a customer service environment in the telecommunications industry.
  • Advanced proficiency in the use of Microsoft Excel spreadsheets and MS Word
  • Membership of Professional Customer Service/Relations associations will be an added advantage.


  • Work with product, UAT and support teams to validate new products, new systems and upgrades
  • Generate relevant reports as required by the business
  • Ensure Quality Assurance and prompt invoice delivery
  • Ensure resolution of ALL service provisioning and sales support PPPs items
  • Ensure less than 5% customer churn on managed accounts
  • Constant analysis of Managed customer database for Revenue and Debt management
  • Ensure 98% collection of ALL invoices as at when due
  • Analysis of customer requests for prompt resolution
  • Ensure end-to-end account management for Enterprise customers
  • Review new and existing customer service contracts to identify and escalate clauses with negative impact on customer support and relationship management
  • Pro-active analysis of all support systems (charging, billing, etc.) as well as enterprise products with a view to identifying customers pain points and resolving issues before escalation
  • Liaise with support teams (within and outside Enterprise Business) in order to resolve any customer identified issue
  • Perform Service fulfilments for Enterprise customers (i.e. SIM Swaps, Migrations, etc.)
  • Achieve at least 80% score in ES Customer Satisfaction internal surveys


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