Enterprise Relationship Coordinator at MTN Zambia

We at MTN Zambia are a purpose and value-led organization. At MTN Zambia we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood, and empowered to live an inspired life.

Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA. As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!

Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers and stakeholders with a vision to realise our shared goals.

We are delighted that you are considering us as your career partner to make a mark in the world. We look forward to your application!

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.

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.