Customer Enablement and Service Delivery officer at MTN Rwanda: (Deadline 7 October 2022)
MTN Rwanda is focused on attracting, recruiting, developing, and retaining professionals that contribute meaningfully to the achievement of our mission of making our customers’ lives a whole lot BRIGHTER.
We are an equal employment employer with a strong culture that is forward looking and encourages creative thinking and innovation, while remaining at the forefront of the latest technology and trends.
MTN Rwanda is therefore Internally and externally recruiting highly competent and self-motivating individual for the below Position in Enterprise Business Unit (EBU) Department
• Proactively engage with all key internal and external support parties to ensure flawless execution of customer service requests.
• Coordinate and ensure proper billing process & revenue reporting for all corporate and SME customers in liaison with IT and Credit control teams
• Ensure enablement and activation process from Customer acquisition – Activation – Billing – Collection ensuring proper coordination of all parties involved.
• Responsible for the Interface & coordination with key departments for customer requests execution
• Ensure corporate services internal processes and enforcement for KYC defined measures and regulatory compliance guidelines.
• Ensure flawless technical support to customers in liaison with IT, Technology and NOC teams.
• Maintaining high performance levels for service-related processes and implementing improvement activities wherever necessary.
• Taking ownership of critical incidents for EBU customers, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews & reports for both internal records as well as customer incident reports.
• Taking accountability for service delivery performance
• Providing accurate and regular reports to the EBU management on performance of EBU service delivery across all touch points, including but not limited EBU services done by other sections like service centers, technology, and subcontractors.
• Liaise with Solutions developers and sales team to ensure that both internal and external customers are provided with relevant knowledge on EBU solutions and processes
• Gathering information about customer complaints and produce report based on customer feedback
• Writing and presenting customer behaviour reports.
A Degree in Information Technology, Computer Science or Business.
• Minimum of 2 years’ experience in Telecom or IT industry.1 year of which must have been in business operations and support field.
• Knowledge and skills in telecom Products and Services
• knowledge in Billing systems, Revenue assurance and customer support.
All interested candidates are requested to send their application letters and updated curriculum vitae together with copies of their academic credentials not later than 7th October 2022 through the job’s platform on: jobs2.RW@mtn.com.
We strongly encourage applications from women and/or individuals with disabilities.
Note: Only qualified applicants will be contacted within 14 days after their submission.
MTN Rwanda PLC is an equal opportunity employer.
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