MTN Nigeria Recruitment 2020 – MTN Nigeria is now seeking applications from suitably qualified and experienced Nigerians to fill the Job vacancies below; Please Note that the recruitment guidelines, qualifications, requirements, and other relevant updates will be posted here free.
We are recruiting to fill the following job position below:
MTN Nigeria Recruitment 2020
MTN Nigeria is seeking to employ suitable and qualified applicants to fill the position of Customer Relationship Manager. The Position is based in Nigeria.
- Responsible for providing the highest quality of customer-focused care and satisfaction using the knowledge of products, systems, and procedures to make informed decisions and maintain profitable customer relationships.
- Track and monitor customer services and customer care operations and ensure action is taken to improve and realize service level targets.
- Deploy tools and procedures to capture and monitor customer complaints and points of improvement and ensure complaints are promptly attended to and customer informed of status in the resolution process.
- Collect data and information on customer care needs/issues and manage the implementation of new systems, procedures and work ethics to improve customer service efficiency.
- Monitor and prepare a periodic report on sales and generate periodic reports for management review.
- Review customer relationship management (CRM) operations, ensuring operational objectives are achieved, identifying trends and ensuring optimum service levels are achieved and maintained.
- Develop procedures to promote the establishment and maintenance of meaningful communications between customers and customer care representatives.
- Establish/maintain lasting relationships between customers and customer care representatives, as well as other key units (Sales, Channel Distribution, Service Centers, Call Center) to maintain a customer-focused attitude toward activities that improve customer lifetime value.
- Partner with MTNN’s Ecosystem Partners to deliver business value.
- Manage relationships with key stakeholder units (EBU, Information Systems, Credit Collections & Billing, Marketing, Sales & Distribution, Walk-In & Online).
- Responsible for the management of all revenue collection, billing management, debt management, and credit control functions on postpaid subscribers.
- Provide quality customer care by ensuring credit worthiness of the postpaid customer base.
- Oversee credit vetting and assessment delivery in line with MTNN’s policy and consumer standard.
- Ensure bad debt reduction and management across the entire postpaid credit customer base.
- Setup the necessary controls to ensure that post-paid customers aging management(provision for doubtful debt and bad debt management) are at best minimized. &mid dot;
- Facilitate debt recovery drive and recommend new strategies for debt collections.
- Facilitate qualitative customer care by ensuring integrity, the accuracy of postpaid invoices.
- Facilitate qualitative customer care by ensuring prompt generation and distribution of bills to the entire postpaid base.
- Ensure proper management of post-paid customer’s receivables by ensuring regular and proper updates and reconciliation of invoices and payment.
- Ensure adequate reporting and management of Postpaid Consumer GSM, Postpaid VIP and Internal Accounts including their products and services.
- Manage identified risks within the unit and propose new strategies for End-to-End Postpaid Billing, Credit and Debt management.
- Setup policies and procedures for management approval and regular review of approved policies and procedures for the management of post-paid customers operation to ensure continued effectiveness and efficiency in service delivery.
- Facilitate and lead in the definition of user requirements to guide the development and deployment of postpaid billing enhancement.
- Recommend new strategies in the Postpaid billing platform according to best practice
- Facilitate the development and implementation of customer care framework and support for frontlines service points on postpaid services.
- Normal MTNN working conditions
- May be required to work extended hours
- Regional Travel (for Regional Service Managers)
Requirements, Experience & Training
- First degree in Social Science or any related field. An MBA is desirable
- Minimum 6 years’ experience which includes:
- 3 years work experience in area of specialization in experience supervising others
- Experience in financial credit risk management
- Experience in credit matrix scoring and assessment
- Exposure to telecom billing technologies and complementary technologies
- Experience in managing complex processes and procedures Training:
- Customer Relationship Management
- Employee Performance Management
- Management Programs
- MS Excel (Intermediate and advanced)
- MTN Products & Services Project Management Service
- Excellence Audit/ Inventory training
- People & Performance Management
- Financial planning & Budgeting
- Business Intelligence Service Segmentation
- Resource Planning
- ICT Cutting Edge Technologies
- Crisis Management
- Innovation Management
- Credit Management
- Change Management
- Brand Management
- MS Office Enterprise
- BA, B.Ed, B.Sc, HND or BTech
How to apply
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