Job Title: Partner – Customer Support Traditional Channels, Fixed Broadband
Company: MTN Nigeria Communications Plc
Location: Ikoyi, Lagos (Hybrid)
Employment Type: Full-time
Job Level: MTN Level 2
Job Identification: 6642
Reports To: Manager – Customer Channel Management Broadband LSW
Division: Fixed Broadband
About the Company
MTN Nigeria Communications Plc is a leading telecommunications company committed to delivering innovative connectivity and digital services across Nigeria.
The company is a purpose- and value-driven organisation that prioritises employee development, customer satisfaction, collaboration and innovation. Through its commitment to creating a positive and rewarding workplace, MTN Nigeria empowers its employees to grow professionally, contribute meaningfully and deliver solutions that support its vision of bringing a bold new digital world to Nigeria.
Job Summary
MTN Nigeria is recruiting a Partner – Customer Support Traditional Channels for its Fixed Broadband Division in Lagos.
The successful candidate will be responsible for delivering high-quality customer support to Fixed Broadband (FBB) customers through proactive engagement, effective issue resolution and efficient use of customer management systems.
The role involves identifying customer needs, managing inbound and outbound interactions, supporting customer retention and loyalty, and improving service delivery. The candidate will also work with internal teams to validate new products and systems, analyse customer requests and ensure effective end-to-end account management.
Key Responsibilities
- Collaborate with product, User Acceptance Testing (UAT) and support teams to validate new products, systems and upgrades.
- Generate relevant business reports as required.
- Ensure the resolution of all service provisioning and sales support PPPs items.
- Analyse customer requests and facilitate prompt resolution.
- Ensure end-to-end account management for Fixed Broadband customers.
- Review new and existing customer service contracts to identify and escalate clauses that may negatively affect customer support and relationship management.
- Implement initiatives to simplify customer journeys across digital channels.
- Regularly review Frequently Asked Questions (FAQs) to ensure they address customer needs.
- Proactively analyse support systems, including charging, CLM and DCLM, as well as broadband products, to identify customer pain points and resolve issues before escalation.
- Identify and assess customer needs to maintain high levels of customer satisfaction.
- Provide responsive, empathetic and quality support to Fixed Broadband customers.
- Effectively use customer management systems, tools and best practices to resolve complaints and improve service delivery.
- Manage inbound and outbound customer interactions to support customer retention, loyalty and revenue growth.
- Ensure alignment with MTN’s customer-centric values and operational excellence standards.
Qualifications and Requirements
- First degree or equivalent qualification in Social Sciences, Business Management, Accountancy or a related discipline.
- Fluency in English.
- 3–7 years of relevant experience in an area of specialisation, including experience working with others.
- Experience working in a multinational organisation.
- Previous experience in a customer service role within the telecommunications industry.
- Practical experience using CRM software, helpdesk software, Salesforce and other customer management tools.
- Advanced proficiency in Microsoft Excel and Word.
- Professional certification in Customer Service or Customer Relations is an added advantage.
Key Competencies
- Customer relationship management.
- Customer support and complaint resolution.
- Analytical and problem-solving skills.
- CRM and customer management systems.
- Report generation and data analysis.
- Effective communication and interpersonal skills.
- Teamwork and collaboration.
- Customer retention and service improvement.
MTN’s Workplace Culture
MTN Nigeria promotes a collaborative and inclusive workplace built around four key behaviours:
- Light It Up: Bring commitment, intelligence and passion to work while recognising the value of others.
- Raise Your Hand. Speak Your Mind: Encourage honesty, constructive feedback and respectful communication.
- Collaborate. Don’t Isolate: Share knowledge, support colleagues and work together towards common goals.
- Things Always Get Better Here: Embrace continuous improvement and contribute to organisational growth.
The company’s Employee Value Proposition focuses on helping employees work with meaning, connect to develop, thrive in positivity and grow with purpose.
How to Apply
Interested and qualified candidates should apply online through the MTN Nigeria careers portal.
Important Notes:
- Eligible females and persons with disabilities are encouraged to apply.
- MTN Nigeria does not charge applicants any fees at any stage of its recruitment process, including job applications, CV reviews, interviews or final processing.
- Applicants should beware of fraudulent job offers or individuals requesting payment in MTN’s name.
- Fraudulent recruitment activities can be reported to [email protected].
- By applying, candidates confirm that they have completed the job application privacy notice on the MTN Nigeria careers website.
Application Closing Date
17th November 2026 (11:55 p.m.).