Controller, Enterprise Customer Experience at MTN Ghana
- Accra
- Permanent
- Full-time
Evolving technology era
Multi regulated environment
Environmental, social and governance prioritized
Regionalization structure implication
Multinational environment – Technology Group best practices
Continuous Infrastructural expansion
Performance driven environment
Diverse cultural environment
PartnershipsJob RoleSupport the development, review, and enhancement of policies and procedures that promote customer intimacy and ensure a consistently exceptional experience for Enterprise customers.
Supervising regular engagement and communication with key accounts to ensure satisfaction and alignment with business needs.
Monitoring and enforcing schedules for customer contact through phone, email, and on-site visits.
Ensuring customers are informed about new or enhanced products and services.
Build and maintain high-level relationships with Enterprise customers, ensuring long-term retention and value generation.
Manage the administration of customer surveys and feedback mechanisms, analyzing data to identify trends, issues, and opportunities for improvement.
Ensure delivery of a superior multi-channel customer experience, guiding the team to maintain service excellence across all interaction points.
Oversee complaint and incident management processes, including handling escalations and ensuring prompt, accurate resolution and feedback to customers.
Monitor and enforce escalation procedures, ensuring that all customer concerns are addressed efficiently and within SLA timelines.
Work with CVM Lead in the design and implementation of Customer Value Management (CVM) programs, ensuring alignment with enterprise customer needs and business objectives.
Collaborate with the Sales team to drive upselling and cross-selling initiatives, leveraging customer insights to identify growth opportunities.EducationMinimum of a University Degree in Business Studies, Computer Science, Information systems or equivalent.ExperienceMinimum of 3 years’ relevant experience in a similar role.CompetenciesProfessional/Technical Competencies:Basic data analytics
In depth knowledge of the market and industry
Understanding of technology and services
Knowledge of standard office practices and procedures
Strong knowledge in Management of Customers
Commitment to customer satisfaction and superior service delivery
Strong working knowledge of PC based internet and software applications (Microsoft Office Access, Outlook, Word, Excel, Power Point).Must live the MTN Values ofLead with Care, Collaborate with Agility, Serve with Respect, Can Do with Integrity, Act with InclusionMust exhibit the MTN Vital Behaviors ofComplete Candor, Complete Accountability, Active Collaboration & Get it done.
Jobweb Ghana