Location: Golden Plaza, Lagos
Employment Status: Permanent
Department: Enterprise Business Unit
Unit: Not Specified

Core Purpose of the Job

• Ensure top quality customer support and follow through on all customers requests, faults/complaints across all product lines and segment to ensure end to end resolution.
• Carry out frontline empowerment across all enterprise customer touchpoints.

Job Summary

• Provide a 2nd level service request and faults management function for frontline EB and MTNN customer support or management teams
• Provide centralized expertise in managing service faults/requests across EB regions, customer segments, products, services and solutions
• Improve customer relationship management by taking the burden of service management from frontline customer support teams
• Serve as a liaison with 3rd party and 3rd level service support teams within MTNN (NWG/IT) and outside MTNN (vendors & technical partners) with a view to resolving all service faults within agreed MTTRs and SLAs
• Execute problem management responsibilities and identify general faults for global resolution
• Provide general root cause analysis of technical faults and protect the integrity of MTNN and EBU customer management and service support operations
• Assess and report the support provided by the different EB support groups
• Empower customers and frontline support/relationship management team with a view to reducing service faults escalated to the center
• Protect the integrity of MTNN/EB customer management systems by managing accesses and assessing systems performance on a regular basis
• Implement banking and payment adoption processes with a view to ensuring uptime of services deployed to paying customers

Job Condition:

• Normal MTNN working conditions.

Minimum Qualification

• BA, BEd, BSc or Other

Experience & Training:

• 3-7 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.