Team Leader – Account Management, Customer Relations and Experience at MTN Nigeria Full Time NEW

Job Title: Team Leader – Account Management, Customer Relations and Experience

Job Identification: 5917
Location: Ikoyi, Lagos
Job Category: MTN Level 2
Job Schedule: Full-time
Reports To: Manager – Key Relationship Management
Division: Customer Relations and Experience

Mission

• Contribute to the sustenance of the MTN brand by providing high quality customer care to all MTN’s customers through assigned media/ within designated location
• To drive productivity, professionalism and operational efficiency in the attainment of excellent service delivery
• To assist in the maintenance of established quality standards through first line evaluation and reporting of process flows with the aim of identifying areas for process improvement

Description

• Ensure Key Customer Data is adequately captured and prompt documentation of transactions and collect data and information on customer care needs/issues.
• Monitor Accounts as assigned by partners.
• Prepare standard and ad hoc reports on sales for management review and carry out statistical / data compilation/reconciliation, as directed, to ameliorate service.
• Ensure the collected customer data is kept confidential and used specifically for the purpose of its collection.
• Conduct daily assessments of consumer accounts, ensuring proper segmentation and accurate upload of customer details
• Proactively identify possible reconciliation issues and promptly escalate to relevant process owners
• Ensure accuracy of bill before it is sent.
• Perform other tasks as required by SCRP Or CRP regarding account or product enquiries
• Participate in mock and actual bill run quality assurance, ensuring only high-quality invoices get to the customer
• Perform software installation and configuration requests to customer satisfaction.
• Carry out cross & up-selling of products and services
• Perform incidence escalation process in compliance with laid down policies and procedures
• Log compensation calls for inconvenience to customers

Requirements
Education:

• First Degree in any relevant discipline
• Fluent in English

Experience:
3-7 years’ experience which includes

• Experience working in a medium organization
• Experience in the service industry
• Experience in a call center (Prepaid/Postpaid) environment

Application Closing Date
2nd July, 2025, 10:59 PM.