Manager Customer support | شركة MTN

Manager Customer support | شركة MTN

Manager Customer support | شركة MTN
Manager Customer support | شركة MTN
Job Category:
Information Technology

Customer Experience & Operations

Al- Khartoum
Job Summary:

• Manage and lead a team of back office professionals to achieve department goals and objectives, establish and implement department policies and procedures, initiate and foster relationships with other departments and divisions


  • Manage, supervise, and coordinate the activities of back office professionals in handling customer complaints & requests.
  • Define and follow up the Key Performance Indicators (KPI) of the Department.
  • Define the needs and the procedures of the unit and assure their application.
  • Analyse data for customer's complaints and provide recommendation to reduce complaints and enhance service performance.
  • Identify KPIs and SLA with third parties responsible to close requests and complaints raised by back office operation.
  • Monitor and categorize received complaints for all department functions and prepare empowerment plan to minimize the escalations and follow-up the plan implementation.
  • Provide with analytics from CRM related data in order to enhance the department operation and service performance.
  • Monitor back office unit’s performance in order to increase customer satisfaction through shorting the resolution time and increasing the accuracy.
  • Monitor the complaints lifecycle and ensure end-to-end complaints resolution flow by implementing related KPIs (FCR, CLF..).
  • Control & reconcile all settlements, compensation and deposits refund.
  • Hold self and staff accountable to ensure achievement of SLA metrics and generate required service support reports to monitor performances on a daily basis.
  • Develop processes, goals, and policies to continually improve the quality of customer service and technical service provided to the internal & external customers.
  • Manage to implement a schedule to ensure permanent support during normal and after business hours.
  • Participate in setting the Department’s budget.
  • Prepare development plan for team considering the back office centralization transformation requirements.
  • Support all back office units in the centralization transformation.
  • Adhere to the Customer Relation division objectives.
  • Define the needs of the site and of foreseeing potential problems.
  • Analyse the nature of calls received and follow up with other departments to enhance the input of MTN offers.
  • Control and assure a high quality level of customer service for all back office units.
  • Prepare the daily, weekly and monthly reports of the department in terms of both quality and quantity perspectives.
  • Be responsible for maintaining the information security of MTN physical or information assets that they access, use, or manage as per the company policies.
  • Perform Ad-Hoc duties as assigned by management.

MTN Sudan provides equal opportunity, fair and equitable treatment in employment to all people without regard to , race, gender, social origin, Color, age, disability, religion, conscience, belief, political opinion, culture, language, marital status and family responsibility.

Job Requirements:

Bachelor's degree in Information Technology, Business Administration, or any related field. Minimum of 6 years of related working experience.

Required Skills:

• Excellent written and verbal communication skills
• Organization and planning 
• Project management skills 
• Problem analysis and problem-solving

Closing Date:
Monday, August 1, 2022

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