Officer - Client Liaisons.Enterprise Business Unit

Core purpose of the Job:

• Execute Customer Service and Support Processes at the Business Sales Client Liaison Desk servicing the high value customers and ensuring world Class Customer Service that will enable MTN to retain the top 100 Enterprise customers.
• Support the attainment of MTN Eswatini’s market leadership and revenue growth objectives, by driving the sales of MTN’s enterprise solutions.
• Manage end-to-end delivery of client requirements (from prospecting to order fulfilment) in adherence with predefined sales methodology and acceptable processes.

Key Performance Areas: 

• Operationalize the Business Sales Client Liaison desk and support all its functions.
• High Value Customer query resolution / feedback within a day and maximum of 24 hour turnaround time.
• Identify and resolve inadequacies in High Value Customer Service.
• Churn Management, with key focus on the top 20% customers (prepaid and post-paid).
• Participate in the implementation of customer retention and loyalty initiatives for high value customers.
• Establish and maintain productive business relations/ partnerships with clients to enhance exceptional services delivery 
• Assist in building an in-depth knowledge of the client’s operating environment, business drivers, objectives, strengths and challenges to be able to develop and implement solutions to meet their strategic needs.

• Handle all customer queries/complaints to successful conclusion such as but not limited to roaming, connectivity failures, handset faults etc.

• Randomly call on HVC customers to check on service satisfaction, do usage pattern analysis and propose suitable packages.

• Effective management of the Loan devices pool to ensure accountability, availability and in good condition

• Participate in the monthly collection and analysis of customer feedback and intervene when necessary.
• Provide feedback to the Business Sales Coordinator on issues potentially causing customer dissatisfaction, the root of churn, the adequacy of available solutions, areas of improvement monthly.
• Customer Satisfaction
• New high value customer welcome, service and bill orientation.
• Collaborate with the Contact Centre high Value desk as well as the Service Centre high value suite to deliver distinct customer support to high value customers.
• Handset / Gadget operations for support and set up. Handset coordination.
• Product knowledge visitations for corporate clients 

Minimum Requirements

Education:

• Minimum Bachelor academic degree.

• 4-year degree in Computer Science, Engineering, Commerce or a related field will be advantageous 

Experience:

• At least 2 years in a customer support environment.

• Customer Relations Management 

• Knowledge of Sales Operations.

• Proven knowledge of customer care systems.