Partner - Customer Support Digital Channels Job at MTN Nigeria

MTN Nigeria - The leader in telecommunications in Nigeria, and a part of a diverse community in Africa and the Middle East, our brand is instantly recognisable. It is through our compelling brand that we are able to attract the right talents who we carefully nurture by continuously improving our employment offerings even beyond reward and recognition.

We are recruiting to fill the position below:

Job Position: Partner - Customer Support Digital Channels

Job Location: Ikoyi, Lagos 

Job Description
Mission:

• Ensure Operational Excellence whilst overseeing the daily operations, monitor key performance indicators (KPIs), and ensure adherence to policies and procedures to optimize team productivity and efficiency.
• Deliver superior quality support to all Fixed Broadband (FBB) customers through proactive and empathetic engagement.
• Manage all digital Channels (Whatsapp, Social Media and Email) customer interactions to drive retention, loyalty, and revenue growth
• Serve as a point of escalation for complex issues, providing guidance and support to agents to ensure exceptional customer service and satisfaction.
• Analyze performance data, identify areas for improvement, and implement strategies to meet and surpass departmental and organizational goals.
• Effective use of customer management systems and practices.

Responsibilities

• 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:

• First Degree or equivalent in Social Science, Business Management Accountancy, or related discipline Course 
• Fluent in English 

Experience:

• 3 – 7 years of 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.