Customer Care Manager (Service Support) MTN Nigeria.
Job Description:
Identify and follow through on customer complaints and ensure prompt resolution and feedback Develop policies and procedures to promote establishment and maintenance of meaningful communications between customers and customer care representatives Ensure prompt realization of service level targets Contribute to fiscal planning and make budgetary recommendations Collect data and information on customer care concerns, needs and problems and implement appropriate corrective actions Ensure overall compliance of the customer care team with established company policies, procedures and standards Manage implementation of new systems, procedures or working practices to improve customer service efficiency Participate and drive staffing allocations relative to forecasted staffing demand Identify and allocate resources Ensure full integration of clients needs with the overall service delivery Manage relationships with key units (Sales, Channel Distribution, Service Centers, Call Center Required Experience and Skills:
Eight (8) years work experience of which 5-6 years in a service environment Two (2) years of work experience should have been in a supervisory /managerial role Proven experience in query resolution /escalations Exposure to current billing technologies and complimentary technologies Experience in managing complex processes and procedures
Qualification First degree in a Social Science discipline An MBA is desirable.
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