Team Lead – Nursey Operations and Outbound needed at MTN Nigeria
Job title : Team Lead – Nursey Operations and Outbound
Job Location : Lagos
Deadline : April 05, 2024
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Mission:
- Lead and manage a team of client success partners to deliver excellent customer support, implement order fulfillment requests, and execute customer support operational plans.
- Drive general customer engagement and manage broadcast customer communications.
- Drive compliance with regulatory and internal audit requirements.
Description:
- Drive regional achievement of auto payment channel adoption and target.
- Resolution of Onboarding Issues: 90% of onboarding issues are resolved within a calendar month.
- Ensure key customer data is adequately captured and prompt documentation of transactions, and collect data and information on customer care needs and issues.
- Nursery accounts Handover and onboarding of 95% of new customers handed over within 60 days and onboarded within OLAs (72 hours for enterprise postpaid, 24 hours for prepaid/subscription services)
- Resolution of Onboarding Issues: 90% of onboarding issues are resolved within a calendar month.
- Assist in monitoring customer relationship management (CRM) operations, identifying trends, and delivering optimum service to customers.
- Ensure adherence to schedules and other defined rules and regulations within order management and that procedures are followed to promote meaningful communications between customers, Account partners, and client success partners.
- Capture sales fulfillment requests and complaints, ensure prompt completion of requests at a higher standard than expected from the team, and ensure requesters are informed of their status in the fulfillment process.
Education:
- First degree in any relevant discipline
- Fluent in English
Experience:
- 3–7 years’ experience in an area of specialization, with experience in supervising others
- 3–4 years’ experience working in a medium-to-large organization.
- 3–4 years’ experience in channel, order, inventory, and customer management
- Experience in the use of data analytics tools and apps
- Must have good hands-on knowledge of Microsoft Excel.
- Strong analytical and reporting skills
- Leadership Skills
How to Apply for this Offer
Interested and Qualified candidates should Click here to Apply Now
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