Partner, Customer Service at MTN Nigeria

MTN Nigeria is part of the MTN Group, Africa\’s leading cellular telecommunications company. On May 16, 2001, MTN became the first GSM network to make a call following the globally lauded Nigerian GSM auction conducted by the Nigerian Communications Commission earlier in the year.

Partner, Customer Service

Location: Golden Plaza, Lagos
Employment Status: Permanent
Department: Enterprise Business Unit
Unit: Not Specified

Core Purpose of the Job

  • Ensure top quality customer support and follow through on all customers requests, faults/complaints across all product lines and segment to ensure end to end resolution.
  • Carry out frontline empowerment across all enterprise customer touchpoints.

Job Summary

  • Provide a 2nd level service request and faults management function for frontline EB and MTNN customer support or management teams
  • Provide centralized expertise in managing service faults/requests across EB regions, customer segments, products, services and solutions
  • Improve customer relationship management by taking the burden of service management from frontline customer support teams
  • Serve as a liaison with 3rd party and 3rd level service support teams within MTNN (NWG/IT) and outside MTNN (vendors & technical partners) with a view to resolving all service faults within agreed MTTRs and SLAs
  • Execute problem management responsibilities and identify general faults for global resolution
  • Provide general root cause analysis of technical faults and protect the integrity of MTNN and EBU customer management and service support operations
  • Assess and report the support provided by the different EB support groups
  • Empower customers and frontline support/relationship management team with a view to reducing service faults escalated to the center
  • Protect the integrity of MTNN/EB customer management systems by managing accesses and assessing systems performance on a regular basis
  • Implement banking and payment adoption processes with a view to ensuring uptime of services deployed to paying customers

Job Condition:

  • Normal MTNN working conditions.

Minimum Qualification

  • BA, BEd, BSc or Other

Experience & Training:

  • 3-7 years’ experience in an area of specialisation; with experience working with others
  • Experience working in a medium organization
  • Experience in the telecommunications industry in a similar role
  • Experience in a customer service environment in the telecommunications industry.
  • Advanced proficiency in the use of Microsoft Excel spreadsheets and MS Word.

How to apply

Interested and qualified? Go to MTN Nigeria on careers.mtnonline.com to apply

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