Current Job at MTN Nigeria

MTN Nigeria is part of the MTN Group, Africa’s leading cellular telecommunications company. On May 16, 2001, MTN became the first GSM network to make a call following the globally lauded Nigerian GSM auction conducted by the Nigerian Communications Commission earlier in the year. Thereafter the company launched full commercial operations beginning with Lagos, Abuja and Port Harcourt.

Job Title: Customer Support Partner SME-Estate Management


Job Field
Engineering, Technical, Real Estate

Job Description     
Analysis of customer requests for prompt resolution
Ensure end-to-end account management for Enterprise customers
Perform Service fulfilments for Enterprise customers, i.e. SIM Swaps, Migrations, etc.
Liaise with support teams, within and outside ES in order to resolve any customer identified issue
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
Constant analysis of Managed customer database for Revenue and Debt management
Work with product, UAT and support teams to validate new products, new systems and upgrades
Generate relevant reports as required by the business
Ensure 98% collection of ALL invoices as at when due
Ensure QA and prompt invoice delivery
Review new and existing customer service contracts to identify and escalate clauses with negative impact on customer support and relationship management
Ensure less than 5% customer churn on managed accounts
Ensure resolution of ALL service provisioning and sales support PPPs items
Achieve at least 80% score in ES Customer Satisfaction internal surveys

Job Condition     
Normal MTNN office environment
Extended work hours which may include weekends
Occasional travel required
Mobile tools of trade, Blackberry service, Laptops and remote accesses

Experience & Training    
Minimum of 4 years’ experience which includes;
1 – 2 years relevant work experience in the telecommunications industry in a similar role
2 – 3 years’ work 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

Minimum Qualification
BA, BEd, BSc, BTech or HND


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