Customer Support Partner - Fixed Broadband

About the role

MTN Nigeria is hiring a Partner for Customer Support covering traditional channels and Fixed Broadband. The role sits within the Fixed Broadband division and reports to the Manager - Customer Channel Management Broadband LSW. Its purpose is to deliver high-quality, proactive and empathetic support to Fixed Broadband customers, manage their interactions to drive retention and revenue, and keep service delivery aligned with MTN's customer-centric values.

Key responsibilities

• Work with product, UAT and support teams to validate new products, new systems and upgrades.
• Analyze customer requests and ensure prompt resolution.
• Ensure resolution of all service provisioning and sales support PPPs items.
• Provide end-to-end account management for Broadband customers.
• Review new and existing customer service contracts to identify and escalate clauses that negatively affect customer support and relationships.
• Generate reports as required by the business.
• Implement initiatives that simplify the customer journey across digital channels and regularly review FAQs.
• Proactively analyze support systems (charging, CLM, DCLM, etc.) and broadband products to spot pain points and resolve issues before escalation.

Required profile

• First degree or equivalent in Social Science, Business Management, Accountancy or a related discipline.
• Fluent in English.
• 3 to 7 years of specialized experience, including experience in a customer service role in the telecommunications industry.
• Experience working in a multinational organization.
• Professional certification in Customer Service/Relations is an added advantage.

Required skills

• Practical experience with CRM, helpdesk and Salesforce software and customer management tools.
• Advanced proficiency in Microsoft Excel and MS Word.