Etisalat Nigeria recruitment for a Technical Customer Support Services Manager

Etisalat's vision is a world where people's reach is not limited by matter or distance; a world where people will effortlessly stay in touch with family and friends;
a world where businesses of all sizes can reach new markets without the limitations of distance and travel.

Etisalat Nigeria is recruiting to fill the vacant position below:

Job Title Manager,Technical Customer Support Services

Location Lagos,NG


Job Summary

• Assist in the resolution of all Technical and IT Systems related customer issues and queries: - tracking and confirming appropriateness.
• Perform quality and service assurance functions across the customer base
• Contribute to increasing the customer satisfaction index
• Provide support in ensuring a seamless collaboration between Frontline teams - Customer Care, Retail Sales, Indirect Sales, and Enterprise Sales and IT, Systems and Products teams for efficient delivery of products & services.

• Assist in the resolution of all customer issues relating to Technical, IT Systems, Products and Services issues or other customer impacting issues and validate the remedial actions.
• Develop, Implement and Manage an End-to-End Service Assurance Portfolio.
• Ensure accurate and effective SLA Management for all customer issues (Technical and IT related)
• Monitor and Advise Processes improvements where it affects the Customers and Issues resolution
• Reports management for Technical and IT Systems, Products and Services issues; Resolution management against defined business rules
• Keep abreast of global and local best practice as it relates to Technical, IT Systems, Products and Service quality and assurance.
• Measuring key service assurance indices across the Technical and IT Systems, Products and Services teams.
• Understand all new products and services and proactively resolve all potential Technical, IT Systems and Products issues that may arise post-implementation.
• Collaborate with all relevant stakeholders on all escalated issues within agreed SLAs.
• Participate in the development of new products and services, provide support where required
• Carry out other tasks and assignments as assigned by the Head, Technical Customer Support Services.

Educational Requirements

• A Bachelor's degree in Engineering or any relevant discipline.

• Six (6) to Eight (8) Years work experience with at least four (4) years in a high-pressure supervisory function.
• Ability to project manage several projects, events and activities
• Experience working in the Industry especially in a Service/Quality Assurance OR an IT/Technical role.