Reports To: Manager - Client Success MEs Nursery and Outbound Services

Division: Enterprise Business

Mission:
Ensure top-quality client service and support in the areas of EB Products fulfillment and service management tasks.
Description:
Ensure zero bad debt on accounts through accurate account and product set-ups on the systems.
Drive credit allocation, collections, and debt management processes across all assigned clients’ accounts.
Constant analysis of Managed customer database for revenue and debt management.
Work with product, UAT, and support teams to validate new products, new systems, and upgrades.
Generate relevant reports as required by the business.
Ensure quality assurance validation is carried out on accounts worked on in the course of each month.
Ensure prompt service delivery by adhering to agreed SLAs.
Ensure resolution of incidents raised by clients via FCR or further escalation to 2nd-level incident management.
Liaise with support teams (within and outside EB) in order to resolve any customer-identified issue.
Perform service fulfillment for enterprise customers (i.e., activation, SIM swaps, migrations, etc.).
Achieve at least an 80% score in EB Customer Satisfaction internal surveys.

Education:
First Degree or equivalent in Social or Management Science (Accounting/Finance-related degrees preferred)
Fluent in English
Service management certification (added advantage)

Experience:
3–7 years of experience, which includes;
Experience in B2B Tech/Telecoms Customer Care/Service, Customer Success;
Experience working with a customer-facing team
Experience in a customer service environment in the telecommunications industry.
Experience working in a structured medium or large enterprise organization
Experience in billing, credit, collections, and debt management roles
Advanced proficiency in the use of Microsoft Excel spreadsheets, MS Word, MS Outlook, Google applications, and AI tools
Membership in professional customer service and relationship associations will be an added advantage.
Relationship Management or Stakeholder Management