Partner – Customer Support Traditional Channels at MTN Nigeria

MTN Nigeria is recruiting a Partner – Customer Support Traditional Channels for its Fixed Broadband division in Ikoyi, Lagos. The role focuses on understanding customer needs, resolving service issues and delivering consistent support across customer channels.

Role overview

The successful candidate will provide proactive, empathetic support to Fixed Broadband customers, use customer-management tools to resolve issues, and manage inbound and outbound interactions that strengthen retention, loyalty and revenue.

Reports to: Manager – Customer Channel Management Broadband LSW
Division: Fixed Broadband

Key responsibilities

• Work with product, user acceptance testing (UAT) and support teams to validate new products, systems and upgrades.
• Generate business reports and ensure service-provisioning and sales-support PPP items are resolved.
• Analyse customer requests and manage Broadband customer accounts end to end.
• Review new and existing customer-service contracts, escalating clauses that could negatively affect customer support or relationship management.
• Improve customer journeys across digital channels and review FAQs to keep them aligned with customer needs.
• Proactively analyse support systems, including charging, CLM and DCLM, and broadband products to identify and address customer pain points before escalation.

Requirements

• First degree or equivalent in Social Science, Business Management, Accountancy or a related discipline.
• Fluency in English.
• 3–7 years’ experience in a relevant area, including at least three years in a specialisation and experience working with others.
• Experience in a multinational organisation and in a customer-service role within the telecommunications industry.
• Practical experience with CRM, helpdesk, Salesforce or other customer-management tools.
• Advanced proficiency in Microsoft Excel and Word.
• Professional certification in Customer Service or Customer Relations is an added advantage.