About the Role
MTN Nigeria is the leading telecommunications company in Africa, committed to connecting communities and driving digital transformation across the nation. We are currently looking for a talented and proactive Partner - Customer Support Traditional Channels to join our Fixed Broadband division in Lagos. In this vital role, you will champion customer-centric values, deliver superior support, and ensure seamless end-to-end account management for our expanding broadband customer base.
Key Responsibilities- Collaborate with product, UAT, and support teams to thoroughly validate new products, systems, and technological upgrades.
- Generate comprehensive and timely business reports to support strategic decision-making and operational planning.
- Ensure the swift and complete resolution of all service provisioning and sales support related items.
- Analyze customer requests meticulously to guarantee prompt resolution and elevate overall service standards.
- Provide end-to-end account management for Fixed Broadband customers, driving retention, loyalty, and revenue growth.
- Review current and prospective customer service contracts to identify and escalate clauses negatively impacting customer relationships.
- Implement innovative initiatives for a simplified customer journey and regularly update FAQs to meet evolving client needs.
- Proactively analyze support systems and broadband products to pinpoint pain points and resolve issues prior to escalation.
- Possess a first degree or equivalent in Social Sciences, Business Management, Accountancy, or a related discipline.
- Demonstrate 3 to 7 years of relevant professional experience, ideally within a fast-paced multinational telecommunications environment.
- Maintain advanced proficiency in Microsoft Excel, MS Word, and practical experience with CRM, helpdesk, and Salesforce software.
- Showcase exceptional communication skills with fluency in English and a strong aptitude for empathetic customer engagement.
- Hold a recognized professional certification in Customer Service or Customer Relations as an added advantage.
- Competitive salary and performance-based bonus structures aligned with industry standards.
- Comprehensive health insurance coverage for you and your immediate family.
- Continuous professional development through world-class training programs and certifications.
- Dynamic, inclusive, and innovative corporate culture that values diversity and teamwork.