Mission:

Ensure top-quality client service and support in the areas of EB Products fulfillment and service management tasks.

Description:

• Ensure zero bad debt on accounts through accurate account and product set-ups on the systems.
• Drive credit allocation, collections, and debt management processes across all assigned clients’ accounts.
• Constant analysis of Managed customer database for revenue and debt management.
• Work with product, UAT, and support teams to validate new products, new systems, and upgrades.
• Generate relevant reports as required by the business.
• Ensure quality assurance validation is carried out on accounts worked on in the course of each month.
• Ensure prompt service delivery by adhering to agreed SLAs.
• Ensure resolution of incidents raised by clients via FCR or further escalation to 2nd-level incident management.
• Liaise with support teams (within and outside EB) in order to resolve any customer-identified issue.
• Perform service fulfillment for enterprise customers (i.e., activation, SIM swaps, migrations, etc.).
• Achieve at least an 80% score in EB Customer Satisfaction internal surveys.

Education:

• First Degree or equivalent in Social or Management Science (Accounting/Finance-related degrees preferred)
• Fluent in English
• Service management certification (added advantage)

Experience:

3–7 years of experience, which includes;

• Experience in B2B Tech/Telecoms Customer Care/Service, Customer Success; 
• Experience working with a customer-facing team
• Experience in a customer service environment in the telecommunications industry.
• Experience working in a structured medium or large enterprise organization 
• Experience in billing, credit, collections, and debt management roles
• Advanced proficiency in the use of Microsoft Excel spreadsheets, MS Word, MS Outlook, Google applications, and AI tools
• Membership in professional customer service and relationship associations will be an added advantage.
• Relationship Management or Stakeholder Management