Customer Support Representative serving customers with inquiries and orders in USA Sales channel. Collaborating with internal teams and providing exceptional service to ensure customer satisfaction.
About the role
- Oversee daily operations and ensure excellent customer support for Fixed Broadband services at MTN Nigeria. Manage digital channels and drive retention through performance analysis and team engagement.
Responsibilities
- Ensure Operational Excellence whilst overseeing the daily operations, monitor key performance indicators (KPIs), and ensure adherence to policies and procedures to optimize team productivity and efficiency.
- Deliver superior quality support to all Fixed Broadband (FBB) customers through proactive and empathetic engagement.
- Manage all digital Channels (Whatsapp, Social Media and Email) customer interactions to drive retention, loyalty, and revenue growth.
- Serve as a point of escalation for complex issues, providing guidance and support to agents to ensure exceptional customer service and satisfaction.
- Analyze performance data, identify areas for improvement, and implement strategies to meet and surpass departmental and organizational goals.
- Effective use of customer management systems and practices.
Requirements
- First Degree or equivalent in Social Science, Business Management Accountancy, or related discipline
- Fluent in English
- 3 – 7 years’ experience in an area of specialisation; with experience working with others
- Experience working in a multinational organization.
- Experience in a customer service role in the telecommunications industry.
- Practical experience in the use of CRM software, helpdesk software, salesforce software, customer management tools.
- Advanced proficiency in the use of Microsoft Excel spreadsheets and MS Word.
- Professional certification on Customer Service/Relations will be an added advantage.
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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