Fresh Job Vacancies 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 vacant positions below:     Job Title: Customer Service Partner Location: Lagos Job Description

• Ensure top quality customer support in all areas of key account management
• Ensure less than 5% customer churn on managed accounts
• Constant analysis of Managed customer database for Revenue and Debt management
• Ensure 98% collection of ALL invoices as at when due
• 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 account management for Enterprise customers
• 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 resolving issues before escalation
• Liaise with support teams (within and outside ES)  in order to resolve any customer identified issue
• Perform Service fulfilments for Enterprise customers (i.e. SIM Swaps, Migrations, etc.)
• Achieve at least 80% score in ES Customer Satisfaction internal surveys
• Provide technical, procedural and policy guidance to customer support partner and other operational staff and supervise
• 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.

• Normal MTNN office environment
• Extended work hours which may include weekends
• Occasional travel required
• Mobile tools of trade (Laptops and remote accesses)

• First degree in any relevant discipline
• Fluent in English
• First Degree or equivalent in Social or Management Science Course

• Minimum of 3 years’ experience in an area of specialisation; with experience working with others
• 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 and MS Word
• Membership of Professional Customer Service/Relations associations will be an added advantage

• Basic Enterprise products and services.
• MTN Products & Services
• Relationship Management
• Relevant systems training
• Financial/Mgt Accounting basics
• Corporate Collections policies, processes and procedures
• Telephone/ physical interaction etiquettes

• BA, B.Sc, HND or BEd

• To design and develop IS solutions for MTNN in adherence to IS architecture and design specifications
• New business growth from data access, ICT & Digital to sustain and complement traditional revenues
• Review functional specifications, acquire a detailed understanding of the testing requirements for a given design, and advise on practicability of proposed architecture /design.
• Develop designs that support the functional requirements business application projects and include the conceptual, high-level and detailed design specifications for build, implementation and support of these business solution.
• Assess implications of a given design current and future support model; and prepare an implementation and transition plan.
• Develop an understanding and lay out a plan of the system performance and capacity requirements, standards and criteria to satisfy the customer's business requirements for the solution.
• Organize and coordinate the activities of the systems design team and communicate
• All business process changes to them and highlighting the implications on design.
• Manage work flow processes, document weekly reports per functional area and provide input to monitor and execute URS.
• Monitor application development projects through the individual lifecycles.
• Complete an analysis of the customer's business requirements, as it relates to technical infrastructure design, and ensure traceability of the design to the business requirements.
• Conduct and coordinate regular team/project meetings to provide feedback and receive input from staff members.
• 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.

• Normal MTNN working conditions
• May be required to work extended hours
• Open plan office

• First Degree in any related discipline.
• Fluent in English.

• Minimum of 3 years’ experience in an area of specialisation; with experience with working with others
• Experience working in a medium  organization

• Formal training in system design architecture, technology architecture and systems integration.
• Specific training on functional business processes
• Elementary leadership training courses

• BA, BTech, HND, BArch or BSc.