Mission/ Core purpose of the Job
To resolve or escalate partner queries at the first point of contact while updating the customer up to the point of resolution.

Main Job Functions:
• To manage the partner interactions/experiences during the day to day operations of services provided by MTN Mobile Money Limited
• To respond to or initiate contact with parner with the aim of attending to customer needs through inbound or outbound connections within the defined parameters.
To escalate queries out of the job’s control span to the respective departments
• Handle customer complaints and needs with the approved level of service and urgency to enhance customer satisfaction.
• Action or handle escalations as deemed appropriate
• Utilise/ Initiate / Derive appropriate systems, data bases, processes, policies and procedures to support work
• And execute any other duties that may be assigned through the reporting structure

Job Requirements (Education, Experience and Competencies)
Education:
• A degree in a business-related field

Experience:
• A minimum of two-year prior work experience in a service-oriented environment
• Fluency in English.

Training:
• Systems
• Service Excellence
• Aggressive Sales Skills