MTN Nigeria, GSM Telecom provider is inviting applications for the position of Customer Care Manager (Service Support)

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