Support the attainment of MTN Eswatini’s market leadership and revenue growth objectives, by driving the sales of MTN’s enterprise solutions.
Manage end-to-end delivery of client requirements (from prospecting to order fulfilment) in adherence with predefined sales methodology and acceptable processes.
Job Summary
- Type: full-time
- Location: Ezulwini
- Category: Customer Service
- Closing Date: 2026-05-12
Key Responsibilities
- Operationalize the Business Sales Client Liaison desk and support all its functions.
- High Value Customer query resolution / feedback within a day and maximum of 24 hour turnaround time.
- Identify and resolve inadequacies in High Value Customer Service.
- Churn Management, with key focus on the top 20% customers (prepaid and post-paid).
- Participate in the implementation of customer retention and loyalty initiatives for high value customers.
- Establish and maintain productive business relations/ partnerships with clients to enhance exceptional services delivery
- Assist in building an in-depth knowledge of the client’s operating environment, business drivers, objectives, strengths and challenges to be able to develop and implement solutions to meet their strategic needs.
- Handle all customer queries/complaints to successful conclusion such as but not limited to roaming, connectivity failures, handset faults etc.
- Randomly call on HVC customers to check on service satisfaction, do usage pattern analysis and propose suitable packages.
- Effective management of the Loan devices pool to ensure accountability, availability and in good condition
- Participate in the monthly collection and analysis of customer feedback and intervene when necessary.
- Provide feedback to the Business Sales Coordinator on issues potentially causing customer dissatisfaction, the root of churn, the adequacy of available solutions, areas of improvement monthly.
- Customer Satisfaction
- New high value customer welcome, service and bill orientation.
- Collaborate with the Contact Centre high Value desk as well as the Service Centre high value suite to deliver distinct customer support to high value customers.
- Handset / Gadget operations for support and set up. Handset coordination.
- Product knowledge visitations for corporate clients
Requirements
- Minimum Bachelor academic degree.
- 4-year degree in Computer Science, Engineering, Commerce or a related field will be advantageous
- At least 2 years in a customer support environment.
- Customer Relations Management
- Knowledge of Sales Operations.
- Proven knowledge of customer care systems.
How to Apply
About the Company
MTN Eswatini is a leading telecommunications company that provides a comprehensive suite of services across Eswatini. Its offerings encompass mobile voice and data, home internet solutions, and a variety of digital services designed for individuals and businesses. The company facilitates essential functions such as SIM registration and offers specialized business solutions to enterprises within the country. Customers throughout Eswatini can access these services via various retail touchpoints, online platforms, and through ongoing promotions like 'mega promo'. MTN Eswatini is dedicated to enhancing connectivity and digital access for the nation's populace.
Connecting Eswatini through mobile, internet, and digital solutions.
Website: https://www.mtn.co.sz/
Frequently Asked Questions
What are the typical qualifications and educational background required for a Client Liaisons Officer role in Eswatini, especially within an enterprise business unit?
Generally, a bachelor's degree in Business Administration, Marketing, or a related field is preferred. Strong communication skills and experience in customer service or client management are also highly valued for this type of role.
What are the common day-to-day responsibilities for an Officer – Client Liaisons in the Enterprise Business Unit?
Daily tasks typically involve managing relationships with business clients, addressing their inquiries, and ensuring their service needs are met effectively. This often includes proactive communication, problem-solving, and collaborating with internal teams to deliver solutions.
What is the typical work culture like in Eswatini for roles like Client Liaisons, and what are the general expectations for employees?
The work culture in Eswatini often values professionalism, respect, and a collaborative approach, particularly in large corporations. Employees are generally expected to be punctual, dedicated, and demonstrate a strong work ethic while fostering good interpersonal relationships.
What are the realistic career progression or growth paths for a Client Liaisons Officer within an enterprise business unit in Eswatini?
Successful Client Liaisons Officers can often advance into senior client management roles, account management, or even team leadership positions. There are also opportunities to specialize in different business segments or move into related areas like sales or marketing within the enterprise unit.
What are the common benefits offered for roles like Client Liaisons Officer in Eswatini, such as leave, medical aid, or pension?
Typical benefits packages in Eswatini for corporate roles often include annual leave days, contributions to a provident fund or pension scheme, and access to medical aid. Other benefits might include life assurance and performance-based incentives.
How should one approach applying for this role in Eswatini, and what key qualities do employers look for in candidates?
When applying, ensure your CV highlights relevant customer service, relationship management, and communication skills. Employers in Eswatini often seek candidates who are proactive, problem-solvers, culturally aware, and possess strong interpersonal abilities to build lasting client relationships.