Reports To: Manager - Customer Channel Management Broadband LSW.
Division: Fixed Broadband
Mission
Identify and assess customer needs accurately to ensure high levels of customer satisfaction.
Deliver superior quality support to all Fixed Broadband (FBB) customers through proactive and empathetic engagement.
Effectively utilize customer management systems, tools, and best practices to resolve issues and enhance service delivery.
Manage inbound and outbound customer interactions to drive retention, loyalty, and revenue growth.
Ensure consistent alignment with MTN's customer-centric values and operational excellence standards.
Description
Work with product, UAT and support teams to validate new products, new systems, and upgrades.
Generate relevant reports as required by the business.
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 Broadband customers.
Review new and existing customer service contracts to identify and escalate clauses with negative impact on customer support and relationship management.
Implement new initiatives on simplified customer's journey across all digital channels and regularly review FAQs to address customer's needs.
Pro-active analysis of all support systems (charging, CLM, DCLM, etc.) as well as broadband products with a view to identifying customers pain points and resolving issues before escalation.
Requirements
Education:
A first Degree or equivalent in Social Science, Business Management Accountancy, or related discipline Course
Fluent in English
Experience:
3 - 7 years' experience in an area of specialisation; with experience working with others
Experience working in a multinational organization.
Experience in a customer service role in the telecommunications industry.
Practical experience in the use of CRM software, helpdesk software, salesforce software, customer management tools.
Advanced proficiency in the use of Microsoft Excel spreadsheets and MS Word.
Professional certification on Customer Service/Relations will be an added advantage.