Team Lead - Customer Service.Customer Services NG
Reports To: Manager - Escalations and Service Recovery
Division: Customer Relations
Mission:
To lead a team of call center executives in delivering high-quality service management within the framework of an agreed sales strategy to meet operational targets for revenue, profitability, and customer satisfaction.
Support of MTN Business customers through effective and efficient customer engagement and key account management strategies (management of faults, services, SLAs, account receivables, and general customer engagement).
Description:
Ensure full implementation of operational plans and strategies with regards to the workforce, systems, and quality control of the CR-SME support desk.
Ensure the provision of quality support to MTN Business through proper alignment and harmonization of available resources.
Proactively identify and address potential quality and performance inhibitors.
Co-ordinate periodic evaluations of system and process performance at the CR-SME support desk.
Provide specialist input regarding software acquisition, upgrade, and development.
Ensure adherence to service levels and other call center performance metrics.
Participate in the development of quality standards as well as monitor adherence to them.
Ensure prompt compilation and generation of relevant reports for management reporting.
Ensure the provision of second-level support to all unmanaged small and medium enterprise (SME) customers.
Follow through on customer queries, ensuring prompt resolution and feedback.
Implement cross-selling and up-selling.
Implement a customer satisfaction survey, identify major customer concerns over service delivery, and then work with the customer to define the issues.
Implement customer win back initiatives and follow up to ensure customer retention.
Implement all customer support SLAs, service plans, and PPPs for the Enterprise Customers Helpdesk and assigned customer SME segments.
Education:
First degree or equivalent in Social or Management Sciences, Humanities etc.
Professional certifications and/or MBA will serve as an added advantage.
Experience:
3–7 years of relevant work experience in the telecommunications industry in a similar role.
Advanced proficiency in the use of Microsoft Excel spreadsheets
Membership in a customer service-related professional association
Division: Customer Relations
Mission:
To lead a team of call center executives in delivering high-quality service management within the framework of an agreed sales strategy to meet operational targets for revenue, profitability, and customer satisfaction.
Support of MTN Business customers through effective and efficient customer engagement and key account management strategies (management of faults, services, SLAs, account receivables, and general customer engagement).
Description:
Ensure full implementation of operational plans and strategies with regards to the workforce, systems, and quality control of the CR-SME support desk.
Ensure the provision of quality support to MTN Business through proper alignment and harmonization of available resources.
Proactively identify and address potential quality and performance inhibitors.
Co-ordinate periodic evaluations of system and process performance at the CR-SME support desk.
Provide specialist input regarding software acquisition, upgrade, and development.
Ensure adherence to service levels and other call center performance metrics.
Participate in the development of quality standards as well as monitor adherence to them.
Ensure prompt compilation and generation of relevant reports for management reporting.
Ensure the provision of second-level support to all unmanaged small and medium enterprise (SME) customers.
Follow through on customer queries, ensuring prompt resolution and feedback.
Implement cross-selling and up-selling.
Implement a customer satisfaction survey, identify major customer concerns over service delivery, and then work with the customer to define the issues.
Implement customer win back initiatives and follow up to ensure customer retention.
Implement all customer support SLAs, service plans, and PPPs for the Enterprise Customers Helpdesk and assigned customer SME segments.
Education:
First degree or equivalent in Social or Management Sciences, Humanities etc.
Professional certifications and/or MBA will serve as an added advantage.
Experience:
3–7 years of relevant work experience in the telecommunications industry in a similar role.
Advanced proficiency in the use of Microsoft Excel spreadsheets
Membership in a customer service-related professional association
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