MT
Partner - Client Success Strategic and Global.Enterprise Business NG
MTN
Job Description
Reports To: Manager - Client Success Strategic and Global Clients
Division: Enterprise Business
Mission:
- Ensure top quality customer support in all areas of key account management.
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 QA and prompt invoice delivery
- Ensure resolution of ALL service provisioning and sales support PPPs items
- Analysis of customer requests for prompt resolution
- Ensure end-to-end internal customer experience management
- Adequate feedback on requests is provided to requesters
- Review new and existing customer service contracts to identify and escalate clauses with negative impact on customer support and relationship management
- Pro-active analysis of all support systems (charging, billing, etc.) as well as enterprise products with a view to identifying customers pain points and taking proactive steps to resolve the identified issues
- Liaise with support teams (within and outside EB) in order to resolve any customer identified issue
- Perform Service fulfilments for Enterprise customers (i.e. Activation, SIM Swaps, Migrations, etc.)
- Achieve at least 80% score in EB Customer Satisfaction internal surveys
Education:
- First Degree or equivalent in Social or Management Science (Accounting/Finance related degrees preferred)
- Service Management certification (added advantage)
- Fluent in English
Experience:
3-7 years’ experience in an area of specialization; with experience working with others which includes
- 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, MS Word, MS Word, MS Outlook, Google applications and AI tools
- Membership of Professional Customer Service/Relations associations will be an added advantage
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