Can you ensure queries and complaints on merchant, customer and agent setup on relevant portals are addressed under agreed SLAs? MTN Nigeria invites you to apply for the position of Manager: Customer Support, Commercial in Lagos.

Duties

• Execute policies, procedures and guidelines cascaded by the functional lead and ensure compliance with the same
• Comply with the set governance mechanisms, under supervision from the functional lead
• Evaluate the efficiency and effectiveness of Customer escalations management strategies and propose and offer suggestions for improvements
• Ensure queries and complaints on merchant, customer and agent setup on relevant portals are addressed under agreed SLAs
• Collaborate with CR and continuously improve relationship between the first line and the Back office
• Constantly checking the turnaround time for main agent, merchant and customer queries in collaboration with CR team
• Develop and implement training programs to build capability and alignment on MoMo products and processes for all stakeholders
• Input into Products and Services Testing, Support and Implementation
• Ensure support to MoMo distribution and GTM teams on all agents/merchant related complaints is provided
• Prepare and timely share all relevant Fintech reports for internal and external stakeholders
• Other tasks and duties, as assigned

Education & Experience

• First Degree in any related discipline or its equivalent in area of specialization
• Relevant post graduate qualification is an advantage
• 6 – 13 Years’ experience including:
• Experience in back office operations & support is mandatory

Additional Requirements