Team supervisor, Customer success Work collaboratively LE and Public Sector - North at MTN Nigeria in Abuja

Purpose

To head and oversee a team of client assistance associates to supply outstanding client assistance, execute order fulfilment requests, offer client assistance business strategies and guarantee adherence to compliance-related and internal audit qualifications.

Duties

• Ensure Key Client Data is adequately captured and prompt recordkeeping of financial record and collect data and information on client care needs/concerns.
• Ensure the collected client data is kept private and used particularly in order to its collection.
• Co-ordinate and track the initiatives of Client assistance Associates and coordinate prompt and finalize distribution of applicable information to team members
• Assess effectiveness of individual team members and finalize appraisals in accordance with the staff productivity evaluation standardized processes and time plans.
• Carry out NCC adherence pre-audit and audit checks on activated GSM lines and offer adherence summary for management evaluate
• Carry out non-GSM recons initiatives with NES and other participants
• Track and organize periodic documentation on Sales fulfilment for management evaluate.
• Help in supervising client engagement management (CRM) processes, recognizing practices and supplying most effective service to clients.
• Guarantee alignment to plans and other defined compliance standards within Order Management and that standardized processes are followed to advance meaningful communications between clients, Account Associates and client assistance associates.
• Capture Sales fulfilment requests, service issues and ensure prompt finalization of requests at a higher standard anticipated from the team and ensure requesters are informed of status in the fulfilment process.
• Help in design, evaluate and modify of methods, rules and standardized processes (PPP’s), in line with entities' value proposition and convey service guidelines to the processes so that quality client fulfillment is accomplished.

Qualifications Education:

First academic qualification in any related discipline  Fluent in English