Partner - Customer Support Traditional Channels

Reports To: Manager - Customer Channel Management Broadband LSW.

Division: Fixed Broadband

Mission

Identify and assess customer needs accurately to ensure high levels of customer satisfaction.

Deliver superior quality support to all Fixed Broadband (FBB) customers through proactive and empathetic engagement.

Effectively utilize customer management systems, tools, and best practices to resolve issues and enhance service delivery.

Manage inbound and outbound customer interactions to drive retention, loyalty, and revenue growth.

Ensure consistent alignment with MTN’s customer-centric values and operational excellence standards.

Description

Work with product, UAT and support teams to validate new products, new systems, and upgrades.

Generate relevant reports as required by the business.

Ensure resolution of ALL service provisioning and sales support PPPs items.

Analysis of customer requests for prompt resolution.

Ensure end-to-end account management for Broadband customers.

Review new and existing customer service contracts to identify and escalate clauses with negative impact on customer support and relationship management.

Implement new initiatives on simplified customer’s journey across all digital channels and regularly review FAQs to address customer’s needs.

Pro-active analysis of all support systems (charging, CLM, DCLM, etc.) as well as broadband products with a view to identifying customers pain points and resolving issues before escalation.

Requirements

Education:

A first Degree or equivalent in Social Science, Business Management Accountancy, or related discipline Course

Fluent in English

Experience:

3 – 7 years’ experience in an area of specialisation; with experience working with others

Experience working in a multinational organization.

Experience in a customer service role in the telecommunications industry.

Practical experience in the use of CRM software, helpdesk software, salesforce software, customer management tools.

Advanced proficiency in the use of Microsoft Excel spreadsheets and MS Word.

Professional certification on Customer Service/Relations will be an added advantage.

go to method of application »

Minimum qualifications

BA/BSc/HND , Professional Certificate

How to apply

Use the link(s) below to apply on company website.

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https://www.myjobmag.com/apply-now/1382684

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