Job vacancies 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. Thereafter the company launched full commercial operations beginning with Lagos, Abuja and Port Harcourt.

MTN paid $285m for one of four GSM licenses in Nigeria in January 2001. To date, in excess of US$1.8 billion has been invested building mobile telecommunications infrastructure in Nigeria. Since launch in August 2001, MTN has steadily deployed its services across Nigeria. It now provides services in 223 cities and towns, more than 10,000 villages and communities and a growing number of highways across the country, spanning the 36 states of the Nigeria and the Federal Capital Territory, Abuja. Many of these villages and communities are being connected to the world of telecommunications for the first time ever.

The company’s digital microwave transmission backbone, the 3,400 Kilometre Y’elloBahn was commissioned by President Olusegun Obasanjo in January 2003 and is reputed to be the most extensive digital microwave transmission infrastructure in all of Africa. The Y’elloBahn has significantly helped to enhance call quality on MTN network.

1. Engineer – Broadband System Planning, Network

• Job Type: Full Time
• Qualification: BA/BSc/HND
• Experience: 3 – 7 years
• Location: Lagos

Job Identification: 1042
Location: Ikoyi, Lagos
Job Category: MTN Level 2
Job Schedule: Full time
Reports To: Manager Broadband Systems Planning
Division: Network

Mission

• To assist in the design, planning and optimization of MTNN’s Packet Core/ Mobile Broadband platforms, towards achieving a cost-effective and optimal network design for the timely deployment of quality products and services in line with the business strategic objectives.

Description

• Meet with vendors on new market releases and technology upgrade patch to ensure quick deployment of new and innovative products/services
• Define the optimal network topology for the Packet Core/ Mobile Broadband platforms (e.g. SGSN, GGSN, MME, SGw, PGw, W@P Gw, Radius Servers, DNS Servers, Data Optimization Nodes etc.) for the deployment of Data/Multimedia solutions and services to give MTNN competitive advantage.
• Execute prompt provisioning of network capacity for all the Packet Core/ Mobile Broadband network elements, features and protocols.
• Design and ensure the dimensioning of Packet Core/ Mobile Broadband Network as well as new products and services to support marketing product.
• Plan, design and seek management’s approval for the implementation of future Data and Multimedia Solutions.
• Support the planning and designing of network architecture to optimally serve the growth of Packet Core/ Mobile Broadband Network in terms of traffic, subscribers and value-added service capacity.
• Carry out feasibility studies for new products and produce a technical report to assist management make business decisions.
• Conduct analysis of network model outputs and traffic patterns to evaluate model and proffer solution if necessary within the Packet Core/ Mobile Broadband environment.
• Design and plan the evolution of Data/Multimedia Solutions, such as Mobile Data, WAP, GPRS, Gy, Gx, Wifi, Wimax and other Third Party applications and services.
• Produce Functional and Technical Specification documents for new products and services.
• Participate in cross functional meetings with key stakeholders involved in the development and deployment of new Value Added Services in order to define best solutions for new products and services.
• Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.  
• Foster active collaboration and relationships with employees across all levels and divisions in line with MTN’s VB and values.

Requirements
Education:

• First Degree in Electrical/Electronics, Computer Engineering, Computer science, or related field
• Fluent in English

Experience:

• 3 – 7 years’ experience in an area of specialisation; with experience working with others
  • Experience working in a medium  organization
  • Experience with GSM, EDGE, WCDMA, HSDPA, HSPA, LTENetworks, Offload Technologies etc
  • Technical experience in planning, design and working with GGSN, SGSN, W@P Gw, PCRF, Evolved Packet CoreMMSC and other DATA platforms
  • Experience in products and services development and a good understanding of Mobile data services & roadmaps
  • Knowledge of signaling systems C7, MAP, SMPP, WAP, XML, HTTP, Diameter, GTP, etc.
  • Experience with Statistics models and trending using Analytic/Modeling tools
  • Basic knowledge of  the Online & Offline Charging Networks and Packet Core Network Platforms.

2. Officer – Customer Operations West, Customer Services

• Job Type: Full Time
• Qualification: BA/BSc/HND
• Experience: 3 – 7 years
• Location: Lagos

Job Identification Number: 1191
Job Category: MTN Level 2
Reports To: Manager Customer Operations Walk-In
Division: Customer Relations

Description

• Escalate and route customer issues to the relevant process operators.
• Perform necessary system transactions related to customer request.  
• Use organization and time management tools to track cases and meet turn-around-times and other required metrics.
• Maintain Integrity of managing subscriber data/information.
• Identify and report on customer impacting trends. 
• Generate periodic reports and other ad-hoc reports as requested by team lead.
• Educate customer on use of products and services.
• Enlighten and educate customers on new products and initiatives within MTN.  
• Document actions taken to resolve client problems.
• Identify and resolve customer queries effectively and efficiently, whilst maintaining the acceptable service quality standard.
• Follow through on customer queries ensuring prompt resolution and feedback. 

Requirements
Education:

• First Degree in any relevant discipline 
• Fluent in English 

Experience:
3 – 7 years experience in an area of specialization; with experience working with others

• Experience working in a medium-sized organization  
• Experience in a call center (Prepaid/Postpaid) environment (Customer Care Rep (Retention & Churn).

3. Officer – Customer Operations Walk In PH, Customer Services NG

• Job Type: Full Time
• Qualification: BA/BSc/HND
• Experience: 3 – 7 years
• Location: Lagos

Job Identification: 1146
Location: Ikoyi, Lagos
Job Category: MTN Level 2
Department: Customer Services NG
Job Schedule: Full time
Reports To: Manager Customer Operations Walk-In
Division: Customer Relations

Description

• Escalate and route customer issues to the relevant process operators.
• Perform necessary system transactions related to customer request.  
• Use organization and time management tools to track cases and meet turn-around-times and other required metrics.
• Maintain Integrity of managing subscriber data/information.
• Identify and report on customer impacting trends. 
• Generate periodic reports and other ad-hoc reports as requested by team lead.
• Educate customer on use of products and services.
• Enlighten and educate customers on new products and initiatives within MTN.  
• Document actions taken to resolve client problems.
• Identify and resolve customer queries effectively and efficiently, whilst maintaining the acceptable service quality standard.
• Follow through on customer queries ensuring prompt resolution and feedback. 

Education

• First Degree in any relevant discipline 
• Fluent in English 

Experience:

• 3 – 7 years’ experience in an area of specialization; with experience working with others
• Experience working in a medium-sized organization  
• Experience in a call center (Prepaid/Postpaid) environment (Customer Care Rep (Retention & Churn)

4. Analyst – Debt Recovery, Finance

• Job Type: Full Time
• Qualification: BA/BSc/HND
• Experience: 3 – 7 years
• Location: Lagos

Job Identification:1248
Location: Ikoyi, Lagos
Job Category: MTN Level 2
Job Schedule: Full time
Reports To: Manager Credit Management
Division: Finance

Description

• Generate monthly ageing bad debt reports and Dashboards
• Support the development of policies and procedures for contracting of 3rd party collection agents (where required)
• Ensure standardization of recovery practices across all credit generating divisions and ensure debt recovery process is in line with the approved MTNN policy
• Review, on a timely basis, periodic (weekly/monthly/ad hoc) reports (management/operational) for the unit
• Provide input in the development and review of credit management policies and procedures
• Collaborate with the Strategic Business Units to ensure seamless debt collection process
• Ensure the desired debt recovery target for the assigned portfolio is achieved

Education

• First Degree in Finance, Economics, Accounting or Legal
• Professional Certification in relevant field or an equivalent professional certification in the Legal discipline.
• Fluent in English.

Experience:

• 3 – 7 years’ experience in an area of specialization; with experience working with others
• Experience working in a medium-sized organization
• Experience in loan work out, restructure, risk and/or compliance or risk consulting.

5. Coordinator – Project Core and Backhaul, Network

• Job Type: Full Time
• Qualification: BA/BSc/HND
• Experience: 1 – 7 years
• Location: Lagos

Job Identification: 1179
Location: Ikoyi, Lagos
Job Category: MTN Level 2
Job Schedule: Full time
Reports To: Manager Transmission Core & Backhaul
Division: Network

Job Description

• Coordinate the complete IP & Data Project Rollout Process, indicating the various activity variables, resources and the responsible parties.
• Monitor and track all IP & Data Network Projects 
• Liaise with vendors on issues relating to IP & Data network equipment and implementation.
• Coordinate and liaise with Tx coordinators across the regions with respect to IP & Data projects in the regions.
• Ensure delivery of IP and IP security project are carried out in strict adhere to organization and departmental policies processes and procedures
• Maintain a sound working relationship between the project implementation team and all associated parties, within and outside MTN
• Develop Project Management best practice models for running projects in MTN Nigeria 
• Review IP and IP security project plans and ensure cost is minimized 
• Carry out project forecasting.
• Maintain accurate and up-to-date project data (Orders, Vendors) and track responses, updating the Project Manager of the status of projects.
• Coordinate and drive OEM/vendors to deliver IP and IP security projects to meet network core capacity demands. Reduce congestion in the core and improve customers experience.
• Co-ordinate change request management and provide relevant information to all stakeholders 

Requirements
Education:

• First Degree in Electronics / Communication Engineering.
• Project Management experience is required. (Cisco certification will be an added advantage)
• Fluent in English

Experience:

• 3 – 7 years of experience which includes;
  • Experience working in a medium-sized organization 
  • Excellent knowledge of IP and Data communications network
  • Good knowledge of Cisco, Juniper, Huawei and other data and IP products.

You may also check:

• University of Edinburgh Surgery Online Global Scholarships 2022/2023 Application
• APPLY: 2022 Qatar FIFA World Cup Volunteer Programme
• Apply to D-Prize Challenge 2023 for Social Entrepreneurs to fight Poverty ($USD 20,000)

6. Representative – Sales and Trade Development, Sales and Distribution

• Job Type: Full Time
• Qualification: BA/BSc/HND
• Experience: 1 – 3 years
• Location: Adamawa

Job Identification: 1266
Location: Ganye, Adamawa (North East Region)
Job Category: MTN Level 1
Job Schedule: Full time
Reports To: Manager Sales & Trade Development
Division: Sales and Distribution

Job Description

• Confirm  that  sub dealers and dealer branches are contacted and stock receipt / movement verified Provide Informal training in shops on products, services and promotions being run by marketing ,channel or region and on the spot training/coaching of all visited outlets in territory ( 100% of all visited outlets in call cycle)
• Manage events and promos, generate sub-dealer specific promo specification and perform post-promo evaluation
• Provide weekly/monthly sales activity report, market intelligence report and initial report to Field Service Engineers on state of network in territory
• Monitor and report back on network quality and other sales impacting indices in territory covered
• Ensure call cycle time of 8-10 visit a day per territory or as business requires
• Identify, classify and support all players in channels of distribution and ensure  weekly / monthly database update
• Ensure MTN product availability in channel is >95% at all times and provide weekly product availability report of all visited outlets during call cycles
• Ensure information from Distributor Account Executive on Trade Partners product distribution is confirmed and relevant Sub Dealers followed up and provide weekly / monthly report
• Direct all channel participants to MTN identified growth area within your territory
• Establish consistent channel standards including branding as per channel recommendation.
• Increase brand awareness – Signage, POS distribution and target 65% visibility in the channel of distribution (Trade marketing team will measure)
• Support all identified outlets with 100% merchandizing as appropriate and defined.
• Manage stock in channel and provide appropriate reports as follows;
• Direct outlets with stock challenges to identified Trade Partners to ensure there is no stock out within assigned territories
• Obtain list of SIM distribution by Trade Partners from Distributor Account Executives  on an ongoing basis and report weekly
• Obtain and record info on stocking from ALL visited outlets in territory (where from, when, price, where to & why still pending >30days) and report weekly / monthly.
• Advice RSMs if there is need for focussed activity in territory to help move stock – As appropriate
• Provide training on site to Increase product knowledge
• Ensure MTN product availability in channel is >95% at all times and provide weekly product availability report of all visited outlets during call cycles
• Ensure info from DAE on TPs product distribution is confirmed and relevant Sub Dealers followed up and provide weekly / monthly report
• Ensure all visited outlets give info on where, when, price etc. of products and provide weekly report
• Query all products in channel older than 30 days from date of purchase and make report to the business on all such stock weekly
• Target 65% space within each outlet (Trade marketing team will measure)
• Support all identified outlets with 100% merchandizing as appropriate and defined.
• Ensure 100% POS Distribution to all channels of distribution within 14 days of release
• Ensure 100% replacement of expired, damaged or obsolete materials within territory and 100% removal of obsolete materials and messages
• Obtain info on stocking from ALL visited outlets in territory (where from, when, price, where to & why still pending >30days) – Record and report weekly / monthly.
• Confirm  that  sub dealers and dealer branches are contacted and stock receipt / movement verified  – Produce weekly report
• Ensure areas in your territory without adequate TP or sub dealer presence is filled by encouraging TP or sub dealers to move into area.
• Build relationship between lower and upper levels (i.e. between Authorize distributors and sub dealers), Support Trade partners and Sub dealers and link subs, retailers etc to Trade Partners and help nurture the relationship
• Resolve all issues/queries with regards to activations, products and promotions
• Ensure collaboration between sub subs, retailers etc to TPs and help nurture the relationship and increase RRP
• Gather market information and provide feedback to management
• Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape. 
• Foster active collaboration and relationships with employees across all levels and divisions in line with MTN’s VB and values.

Education

• First Degree Preferably Social Sciences.
• Fluent in English.

Experience:

• 1 – 3 years’ experience in an area of specialisation; with experience working with others
• Experience working in a medium  organization
• Sales & Marketing experience in a fast moving consumer goods environment

7. Analyst, Credit Performance – Finance

• Job Type: Full Time
• Qualification: BA/BSc/HND
• Experience: 3 – 7 years
• Location: Lagos

Job Identification: 1249
Location: Ikoyi, Lagos
Division: Finance
Job Category: MTN Level 2
Reports To: Manager Credit Management

Description

• Regular follow up on postpaid transactions to ensure compliance with credit terms
• Prepare reports periodically according to reporting deadlines
• Generate credit performance report indicating the ageing of debts and collections
• Generate and evaluate Trade Partner and customer credit status, credit utilization and credit sales reports
• Receive, prepare and manage correspondence related to assigned credit activities
• Conduct credit utilization efficiency on credit customers and trade partners for necessary limit reviews.
• Review systems to ensure prompt suspension of defaulting customers and blocking of individual consumers as and when due
• Collaborate with strategic business units in validating data for upload on the credit bureau platform
• Engage strategic business units on credit portfolio performance.

Requirements
Educational Qualification and Experience:

• First Degree or equivalent in Accountancy, Economics, Business Administration or related fields 
• Fluent in English 
• 3 – 7 years’ experience in an area of specialization; with experience working with others
• Experience working in a medium-sized organization 
• Experience in lending, loan performance review, audit, risk and/or compliance or consulting.

8. Analyst – Portals and ePayments, Digital Services

• Job Type: Full Time
• Qualification: BA/BSc/HND
• Experience: 3 – 7 years
• Location: Lagos

Job Identification: 1269
Location: Ikoyi, Lagos
Job Category: MTN Level 2
Job Schedule: Full time
Reports To: Manager Portal & e-Payment
Division: Digital Services

Description

• Develop and execute digital payment, Portal and API monetization solutions that generate incremental revenue and reduce dormancy in line with the digital transformation journey
• Lead product requirements gathering and solution discovery discussions with clients and partners (issuers, acquirers, merchants, payment services providers)
• Own and maintain an updated product roadmap for the various portal, payment and API monetization initiatives across digital channels.
• Support the planning and defining requirements for the Payment Gateway, digital payments products and features, merchants, including: driving the consumer experience, developing the detailed product plan, building the go-to-market strategy, identifying product success metrics and reporting.
• Develop and maintain an appropriately prioritized backlog of user stories for implementation across the different projects
• Design and execute pilot projects to determine best approach to deployment, and gain customer insight before actual scale-up
• Develop and maintain an appropriately defined, prioritized backlog items (user stories, features, epics) for implementation across the different projects
• Analyze and execute on improvement strategies based on project outcomes, e.g. lessons learnt, customer feedback and project closure reviews
• Perform Customer Lifecycle Management activities that translate into elongated customer life cycle.
• Contribute and participate in brainstorming and ideation sessions and cross functional Customer Lifecycle Management meeting as may be required.

Requirements
Education:

• First Degree in any related discipline (a Degree in Computer Science, Engineering or a technical field is an added advantage)
• Possession of Agile/Project Management certification
• Fluent in English

Experience:

• 3 – 7 years’ experience in an area of specialization; with experience working with others
• Experience and background in implementation and development of payment systems
• Experience in digital product management/Direct Marketing in telecommunications or FINTECH industry
• Experience in defining business requirements, leading workshops and discovery session.
• Demonstrated expertise in the use of data, metrics and customer insight for improving product performance design
• Experience in working with cross-functional teams and leading execution in an agile delivery model
• Good understanding of customer data analysis, propensity modelling and segmentation techniques; excellent understanding of data manipulation and interrogation techniques.

9. Senior Manager – EB Sales, Enterprise Business

• Job Type: Full Time
• Qualification: BA/BSc/HND
• Experience: 9 – 17 years
• Location: Lagos

Job Identification: 1253
Location: Ikoyi, Lagos
Job Category: MTN Level 3H
Reports To: General Manager Enterprise Sales
Division: Enterprise Business

Description

• Provide leadership to the enterprise business unit team in the region.
• Ensure the achievement of the revenue, fixed, mobile and ICT revenue targets in the assigned region.
• Support the regional engine room – a platform for cross-functional integration and collaboration in the region.
• Drive execution of MTN Business strategic partnership with S&D and CR to leverage existing MTN Branded stores for sale of EB products and solutions.
• Responsible for the regional OPEX and P&L.
• Ensure effective field coverage by both the direct and auxiliary sales force in the region and execution of go to market plans in the territory.
• Execute strategies and plans for enterprise business in the region for sustainable growth and development including ‘go-to-market’ plans for the full bouquet of MTN Business products and solutions.
• Ensure the achievement of revenue and sales target for both mobile and fixed in the region, in line with network capacity while driving increased contribution of fixed revenue to total regional performance.
• Liaise with enterprise marketing team to ensure all-time device availability
• Monthly, quarterly and yearly stock forecast for the region, across channels.
• Develop best-in-class processes and procedures for effective day-to-day sales operations which support the sale of enterprise solutions to corporate and SME customers.
• Manage the sales pay plan to ensure alignment of rewards with the targets and objectives that have been set, creating clear incentives and rewards for excellent performance. 
• Provide systems engineering support for developing enterprise solutions as part of the sales proposal
• Manage the end-to-end order management process, liaising with Customer Enablement and agreeing allocation of responsibilities
• Manage the CRM and integrated channel management operations on behalf of Enterprise Business. 
• Use relevant metrics and measures to routinely monitor progress against targets and take appropriate managerial action to ensure targets are met or exceeded. 
• Manage pre-sales support using standard templates and procedures for proposal writing, contract management and sales governance.
• Provide customer service and support on a bespoke basis to selected corporate accounts, with the service managers becoming active members of the virtual account teams under the matrix leadership of account managers.
• Partner effectively with MTN Business critical high value enterprise customers to enhance MTN Business Corporate Brand
• Support the sale of complex communications solutions in large corporate customer organizations (consultative-based selling) by developing effective counterpart relationships.
• Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
• Identify sales training and development needs and manage skills enhancement programs for the virtual sales team to ensure enterprise sales targets are fully met.
• Manage labor relations issues (e.g. disciplinary hearings) together with Human Resources. 

Qualifications
Education:

• A First Degree in Economics, Business Administration, Commerce or any Social Science degree
• Possession of a post graduate degree maybe an added advantage
• Fluent in English

Experience:

• 9 – 17 years’ experience which includes:
• Manager track record of 3 years or more; with at least 3 years in relevant sector/ industry 
• Worked across diverse cultures and geographies advantageous
• Sales and Marketing  experience in an FMCG environment & Services industry
• Telecoms experience would be an added advantage.

10. Team Lead, Connect Operations West – Customer Services

• Job Type: Full Time
• Qualification: BA/BSc/HND
• Experience: 3 – 7 years
• Location: Lagos

Job Identification: 1276
Location: Ikoyi, Lagos
Employment Type: Full-time
Job Category: MTN Level 2
Reports To: Manager Customer Operations
Division: Customer Relations

Description

• Assist in monitoring customer relationship management (CRM) operations, identifying trends and delivering optimum service to customers.
• Provide technical, procedural and policy guidance to customer care representatives and other operational staff and supervise all technical activities and administrative duties in the customer assistance center.
• Act as a change agent in the implementation of new initiatives both within the business unit and across the organization including initiatives to reduce churn and increase loyalty of customers within segments.
• Ensure Key Customer Data is adequately captured and prompt documentation of transactions and collect data and information on customer care needs/issues.
• Ensure adherence to schedules and other defined rules and regulations within the assistance center and that procedures are followed to promote meaningful communications between customers and customer care representatives.
• Co-ordinate and monitor the activities of Customer Care Representatives and facilitate prompt and complete dissemination of relevant information to team members.
• Capture and monitor customer complaints and points of improvement and ensure complaints are promptly attended to, queries escalated appropriately and ensure customer informed of status in the resolution process
• Assist in design, review and update of processes, policies and procedures (PPP’s) in line with organizations value proposition and communicate service standards to the operations so that quality customer satisfaction is achieved.
• Assist in carrying out customer related research and assist in coordinating customer satisfaction index and brand perception survey.
• Coach and train team members to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and techniques and approaches required to optimize services.
• Prepare periodic report on sales for management review.

Education

• First Degree in any relevant discipline
• An MBA will be an added advantage
• Fluent in English.

Experience:
3 – 7 years’ experience in an area of specialization; with experience working with others

• Experience working in a medium-sized organization
• Experience in a customer facing operations environment
• Experience in a supervisory role
• Experience in query resolution
• Experience in general ledger reconciliations.

11. Analyst – Treasury Operations, Finance

• Job Type: Full Time
• Qualification: BA/BSc/HND
• Experience: 3 – 7 years
• Location: Lagos

Job Identification: 1185
Location: Ikoyi, Lagos
Job Category: MTN Level 2
Job Schedule: Full time
Reports To: Manager Treasury Operations
Division: Finance

Job Description

• Evaluate banks and ensure regulatory compliance (e.g. CBN, NOTAP).
• Collate information on economic conditions, the financial climate, and changes in corporate requirements.
• Prepare management reports on market, competitor and general intelligence that impact the business.
• Provide support to the business units requiring assistance in Treasury matters.
• Maintain Treasury records and audit trail in strict compliance to MTNN policies and procedures.
• Implement Treasury policies, processes, and procedures and tools for corporate cash management.
• Report year end audit as relates to Treasury.
• Query and verify all General Ledger balances relating to bank accounts.
• Monitor cash sweeps from the various sub accounts to main accounts plus other transfers.
• Carry out ratio analysis on banks, collate and analyze data on risk ratings and exposure limits, cash movements, exchange rate movements, bank charges, interest rates, lending rates, placements etc.
• Collate daily bank indicative quotes for investment placements to aid investment decisions made by Treasury.
• Ensure that payments, repayments, interest payments and underwriting fees are effected as per mandate.
• Ensure that escalated compliance issues and complaints relating to the Banking SLA are followed up and feedback communicated to customer

Education

• First Degree in Accounting, Economics or any other related discipline
• Part qualification/membership in a professional accounting association (ACA, ACCA, ACMA)
• Fluent in English

Experience

• 3 – 7 years’ experience in an area of specialization; with experience working with others
• Experience working in a medium  organization
• Experience in Financial Environment in treasury, banking or in FMCG environment.
• Familiarity with good accounting practices and the Nigerian policy environment.
• Extensive bank reconciliation experience
• Up-to-Date knowledge of the money and capital markets

12. Team Lead – Customer Support

• Job Type: Full Time
• Qualification: BA/BSc/HND
• Experience: 3 – 7 years
• Location: Lagos

Reports To: Manager EBU Customer Support (Corporate and Public Sector)
Division: Enterprise Business
Description

• Ensure Key Customer Data is adequately captured and prompt documentation of transactions and collect data and information on customer care needs/issues.
• Coach and train team members to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and techniques and approaches required to optimize services.
• Co-ordinate and monitor the activities of Customer Support Partners and facilitate prompt and complete dissemination of relevant information to team members
• Monitor and prepare periodic report on sales for management review.
• Assist in monitoring customer relationship management (CRM) operations, identifying trends and delivering optimum service to customers.
• Ensure adherence to schedules and other defined rules and regulations within the assistance centre and that procedures are followed to promote meaningful communications between customers and customer support partners.
• Capture and monitor customer complaints and points of improvement and ensure complaints are promptly attended to, queries escalated appropriately and ensure customer informed of status in the resolution process.
• Assist in design, review and update of processes, policies and procedures (PPP’s) in line with organisations value proposition and communicate service standards to the operations so that quality customer satisfaction is achieved.
• Assist in carrying out customer related research and assist in coordinating customer satisfaction index and brand perception survey.
• Establish and maintain professional business relationship with customers, collection agencies and trade organizations.
• Provide technical, procedural and policy guidance to customer support partner and other operational staff and supervise all technical activities and administrative duties in the customer support.

Education:

• First  degree in any relevant discipline
• Fluent in English

Experience:

• 3-7 years’ experience in an area of specialization; with experience in supervising others
• Experience working in a medium-sized organization

CLICK HERE TO APPLY

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Application Deadline: Unspecified.