Summary
Date Posted: Thursday, September 12 2024, Base Salary: Not Disclosed

JOB DETAILS:
Job Title: Enterprise Relationship Coordinator
This function is responsible for driving customer satisfaction, optimizing account profitability, and ensuring compliance with regulatory and contractual obligations. The role focuses on managing and nurturing client relationships, including financial management, customer retention, upselling, cross-selling, debt management, churn management, contract management, and KYC (Know Your Customer) compliance. The coordinator addresses customer needs, resolves issues promptly, and ensures the delivery of high-quality services.
Under the supervision of the Service Delivery Manager, below are the Key Job Responsibilities:
• Managing relationships with diverse clients, including large enterprises, multinationals, and SMEs;
• Balancing customer satisfaction and financial goals while adhering to contractual and regulatory obligations;
• Developing and executing strategies for customer retention, churn reduction, and debt management;
• Account Development Planning: Create and maintain detailed Account Development Plans to meet customer goals, focusing on upselling, cross-selling, and customer retention;
• Contract & Debt Management: Track and manage customer contracts, ensuring compliance with MTN policies and the collection of outstanding debts;
• Customer Experience: Implement a closed-loop feedback mechanism to ensure timely resolution of customer issues, ensuring no open or unresolved items for too long;
• Collaborate with cross-functional teams, including sales, product development, finance, IT, Networks and customer service, to ensure that the right solutions are provided to customers;
• Lead initiatives to enhance customer experience and service delivery, ensuring MTN’s brand is well-represented across all customer interactions;
• Any other responsibilities or tasks as maybe assigned by management.

Candidate Requirements
• Grade 12 certificate with 5 credits or better of which English and Mathematics are a must;
• Degree in Business Administration or any related field;
• Minimum 2-3 years of experience in client relations, customer service, or a related field;
• Experience in the telecommunications industry is an added advantage.

Work Hours: 8

Experience in Months: 36

Level of Education: Bachelor Degree

Job application procedure
• Candidates are mandated to answer the below on their cover page to the hiring Manager.
• Values are the core of MTN Zambia’s culture. Our five values called ‘Live Y’ello’ is the force that unites and inspires each one of us to make an impact that matters in the world. So, tell us: Which one of our five Live Y’ello Values resonates most with you and why? (limit 250 words)
• Lead with Care
• Can-do with Integrity
• Collaborate with Agility
• Serve with Respect
• Act with Inclusion
• Hand delivered applications will not be accepted. The closing date for accepting applications is 18 Sept 2024.
• Note: that only shortlisted candidates will be contacted.
• To apply for this job please visit www.linkedin.com.
• Interested and qualified? Click here to apply

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