Position: Customer Support Specialist – Fixed Broadband
Location: Abuja, FCT, North Central Region, Nigeria
JOB DESCRIPTION
Reports To: Manager – Customer Management Broadband North
Division: Fixed Broadband
Mission:
Identify and assess customer needs for enhanced satisfaction.
Deliver superior customer support to Fixed Broadband (FBB) customers.
Utilize effective customer management systems and practices.
Description:
Analyze customer requests for timely resolution.
Manage end-to-end accounts for broadband customers.
Review customer service contracts, identifying and escalating negative clauses.
Introduce initiatives for streamlined customer journeys across digital channels.
Proactively analyze support systems and broadband products to address customer pain points.
Collaborate with support teams to resolve identified issues.
Aim for a minimum 80% score in FBB NPS internal surveys.
Work with product, UAT, and support teams to validate new products and upgrades.
Ensure resolution of service provisioning and sales support PPPs items.
Educate customers about available broadband plans, features, and promotions.
Education:
Bachelor’s degree or equivalent in Social Science, Business Management, Accountancy, or a related discipline.
Fluent in English.
Experience:
3–7 years’ experience in a specialized area, including multinational organization exposure.
Customer service experience in the telecommunications industry.
Practical use of CRM software, helpdesk software, Salesforce, and customer management tools.
Advanced proficiency in Microsoft Excel and MS Word.
Professional certification in customer service and relationships is advantageous.
ABOUT US
Join MTN Nigeria in delivering a transformative digital world to Nigeria. Be part of our Y’ello family, where our people are our greatest assets. Explore a workplace that values and invests in you, providing meaningful work and opportunities for growth.
HOW TO APPLY
To apply, CLICK HERE
