For employers

Published

Industry

Customer support, client care Jobs in Nigeria

19

jobs

MTN Nigeria

CLOSED

Senior Manager - Customer Operations Walk In Lagos And South West

Lagos, Nigeria

Closed 1 day ago

First Bank of Nigeria Limited

CLOSED

Head, Customer Experience - Comms & Engagement

Lagos, Nigeria

Closed 1 day ago

NielsenIQ

CLOSED

Customer Success Executive

Lagos, Nigeria

Closed 16 days ago

Moniepoint Incorporated

CLOSED

Customer Success Representative (Katsina)

Katsina, Nigeria

Closed 6 days ago

MTN Nigeria

CLOSED

Officer - Customer Operations

Kano, Nigeria

Closed 11 days ago

Radisson Hotel Group

CLOSED

Server / Waiter / Waitress

Lagos, Nigeria

Closed 7 days ago

Invent Alliance Limited

CLOSED

Contact Center Intern

Lagos, Nigeria

Closed 2 days ago

Brainshare Technologies

CLOSED

Customer Service Specialist

Lagos, Nigeria

Closed 9 days ago

Moniepoint Incorporated

CLOSED

Customer Success Representative - Osun

Lagos, Nigeria

Closed 8 days ago

Get personalised job alerts directly to your inbox!

Personal Trust Microfinance Bank Limited

CLOSED

Relationship Officer

Lagos, Nigeria

Closed 10 days ago

Country / Region

Africa
Kenya
Uganda

Fuzu

About Fuzu
Careers at Fuzu
Contact us

© Fuzu Ltd 2024

CLOSED FOR APPLICATIONS

Senior Manager - Customer Operations Walk In Lagos And South West

Closing: May 16, 2024

This position has expired

Published: May 8, 2024 (9 days ago)

Job Requirements

Education:

Work experience:

Language skills:

Job Summary

Contract Type:

Sign up to view job details.

Requirements
Education:
  • A First Degree in Business Management, Accountancy or any Social Science course, or any other discipline
  • A master’s in business administration will be advantageous.
  • Fluent in English and the language of country preferable.

Experience:
9 - 17 years’ relevant experience, which includes:

  • Manager track record of 3 years or more, with at least 3 years in the relevant sector or industry
  • Work experience across diverse cultures and geographies will be advantageous.
  • 4 years of management experience in a customer-oriented service environment, preferably telecoms
  • Experience in managing service level agreements, process improvements, and retail sales.
Responsibilities
Requirements
Education:
  • A First Degree in Business Management, Accountancy or any Social Science course, or any other discipline
  • A master’s in business administration will be advantageous.
  • Fluent in English and the language of country preferable.

Experience:
9 - 17 years’ relevant experience, which includes:

  • Manager track record of 3 years or more, with at least 3 years in the relevant sector or industry
  • Work experience across diverse cultures and geographies will be advantageous.
  • 4 years of management experience in a customer-oriented service environment, preferably telecoms
  • Experience in managing service level agreements, process improvements, and retail sales.
  • Oversee the branded retail channel of MTNN and various customer care units within MTN. Sustain and enhance support, sales, customer experience, and meeting stakeholder expectations.
  • Proactively identify service frictions and employ the best solution to ensure a high-quality service to all MTNN customers.

Description

  • Provide leadership and advice on regional and competitive intelligence.
  • Partner effectively with MTNN’s critical high-value customers to enhance MTN’s corporate brand.
  • Improve MTNN’s Net Promoter Score
  • Oversee the operations and activities of various walk-in customer service points within a designated region and ensure branded customer service.
  • Develop strategies for effective customer care services across the retail channel, in line with the goals and objectives of MTNN.
  • Monitor and review departmental plans to ensure the effectiveness of the strategies developed and related activities are in alignment with the objectives of the department and MTNN.
  • Maximize operational performance by providing adequate resources and ensuring they are allocated and utilized in a cost-effective and financially disciplined manner and in line with budget provisions.
  • Design, implement, and track initiatives to meet and exceed assigned financial targets across the revenue/product mix for the regions in alignment with MTN Nigeria and regional quarterly business and activity plans.
  • Develop and maintain a dispute management and escalation process, including filing disputes when billing errors are identified and tracking disputes through resolution within a specified time period.
  • Manage the integrity of inventory and cash handling within Owned Touch Point Channel.
  • Define, implement, measure, and reward consistent EPIC customer experiences in line with national and regional business objectives and business initiatives in all branded and franchised stores and physical, service-led touchpoints.
  • Identify, evaluate, and track the development needs and performance of staff within the department, providing opportunities for staff to build on the company’s investment in their training and improve productivity.
  • Coach, train, and mentor the team to ensure understanding of the objectives and goals of the department, awareness of all related job requirements and accountabilities, and leverage human resources career development programs for staff.

Tags

Customer support, client care jobs

Telecommunications industry jobs

Senior-level jobs

Jobs in Lagos

Jobs in Nigeria

Customer support, client care jobs in Lagos

Applications submitted via Fuzu have 32% higher chance of getting shortlisted.

Check out the following blog posts to support your job search