Partner, Customer Service
Mobile Telephone Networks
Lagos, Nigeria
3d ago

job description

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. 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.
  • Minimum qualification BA, BEd, BSc or Other

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