About this role

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.

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.