Job Description

Reports To: Manager - Client Success Strategic and Global Clients
Division: Enterprise Business

• Work with product, UAT and support teams to validate new products, new systems and upgrades
• Generate relevant reports as required by the business
• Ensure Quality Assurance and prompt invoice delivery
• Ensure resolution of ALL service provisioning and sales support PPPs items
• 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
• 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 Enterprise Business) 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

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

We at MTN Nigeria Communications Plc (MTNN) are a purpose and value-led organization.

At MTN Nigeria, we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood, and empowered to live an inspired life.

Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be - it is in our DNA.

As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!

Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers, and stakeholders with a vision to realise our shared goals.

We are delighted that you consider us your career partner to make a mark in the world. We wish you a rewarding career.

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

Obsessions: How We Do It

The behaviors that keep our culture strong and safe.

1. Light It Up!

Always Do This:

🔹 Bring all your heart and all your smarts to us.

Never Do This:

❌ Never doubt your value here or let anyone else do it. And never do it to anyone yourself.

2. Raise Your Hand. Speak Your Mind.

Always Do This:

🔹 Respectfully but firmly challenge any threat to what we stand for.

Never Do This:

❌ Never hesitate to tell the truth as you see it, to whoever you have to tell. And never cause others to fear telling you.

3. Collaborate. Don’t Isolate.

Always Do This:

🔹 Share what you know and respect what others can teach you.

Never Do This:

❌ Never think that you are great unless you help make others great too.

4. Things Always Get Better Here.

Always Do This:

🔹 Take your own steps forward to improve and strengthen us.

Never Do This:

❌ Never believe or cause others to believe that "not now" means "not ever."

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 in YOU, invests in YOU, and delivers the best value to those we serve, then THIS is the place

Our Employee Value Proposition enables you to:

🟡 Work with meaning

🟡 Connect to develop

🟡 Thrive in positivity

🟡 Grow with purpose

Live inspired.

It’s a great place to work! Take that bold step and apply today!

*Eligible Females and People with Disabilities are encouraged to apply.

*MTN Nigeria Communications Plc (MTN) does not and will never ask for payment of any kind from applicants in all MTN’s recruitment processes and stages such as job application, CV review, interview, meeting, and final processing of applications.

*MTN is not liable for fraudulent publication of job offers in MTN’s name or for the fraudulent use of MTN’s name in any manner whatsoever.

For whistle blowing and reporting fraudulent recruitment activities, contact us via MTNN.ForensicServices@mtn.com

By applying for this job, I am confirming that I have completed the job application privacy notice on MTN Nigeria job site ( https://www.mtn.ng/career/).