Team Lead - Customer Support.Enterprise Business NG – MTN Nigeria Recruitment 2022

Team Lead - Customer Support.Enterprise Business NG – MTN Nigeria Recruitment 2022

 

Job Description

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 

 

Job Identification - 1254

Job Category - MTN Level 2

Locations

MTN plaza, Ikoyi, Lagos State, South West Region, 101233, NG

Ikorodu Road, Ojota, South West Region, 100242, NG

Posting Date - 04/14/2022, 01:25 PM

Apply Before - 04/26/2022, 11:59 PM

Degree Level - Bachelor's Degree

Job Schedule - Full time

About Us

MTN Group Limited is a South African multinational mobile telecommunications company, operating in many African, European and Asian countries. Its head office is in Johannesburg. MTN recorded 232.6 million subscribers, making it the eighth largest mobile network operator in the world, and the largest in Africa. 

 

With more than 17510 professionals, working in over 20 countries around the world.

 

MTN recruiters are always searching for brilliant candidates with an entrepreneurial spirit, looking for a work culture where innovation is the goal, hard work is expected, and creativity is rewarded. MTN employees enjoy competitive salaries, excellent health benefits, and a network of like-minded co-workers that drive innovation across the entire telecommunication industry.

 

Do you want to be a part of a mission that delivers a bold new digital world to Nigeria and Nigerians?

 

Then, join MTN Nigeria!

 

Welcome to our Y’ello family where our people are our most critical competitive assets.

If you are passionate about working for a brand that believes and invests in YOU while delivering the best value to those they serve, then THIS is the place.

 

Our Employee Value Proposition enables you to work with meaning, connect to develop, thrive in positivity, and grow with purpose, all-round, in all aspects to Live inspired.

 

We are a proudly Platinum IiP certified company dedicated to choosing the very best candidates and working to develop your skill and talent to make sure we boost a workforce second to none.

It’s a great place to work!

 

Take that bold step and Apply today!

 

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MTN Nigeria Recruitment 2022