Job Title: Customer Support Officer, CIV (Bilingual)

Department: Commercial
Location: Abidjan, Cote d'Ivoire
Number to Hire: 1
Job Type: Permanent
Minimum years of Experience: 2


The Customer Support Officer will be responsible for monitoring and reporting service levels in line with customer contracts, as well as managing CIV accounts and relationships.

Other job responsibilities include:

  • Manage change requests and contract renewals.
  • Serve as the primary customer contact for technical and business issues for CIV accounts.
  • Manage special requests such as bandwidth on demand, relocation, migration, IP address requests, price reduction, additional capacities, etc.
  • Introduce new product offerings and features.
  • Liaise with Sales, Marketing, Technical and other customer-facing functions to implement agreed SLA standards aimed at enhancing customer satisfaction and promoting loyalty.
  • Ensure effective monitoring and reporting of customer performance and utilisation.
  • Ensure regular customer engagement via calls and visits.
  • Schedule and attend customer service review meetings as required.
  • Initiate discussions on up sell /cross sell and refer to Sales team.
  • Follow up with the technical team to ensure timely equipment retrieval from churned clients for re-use.
  • Review and reconcile qualified outages or any breach in SLAs especially upon requests.
  • Continuously review processes and behaviors across all points of contact with customers to ensure optimal customer satisfaction and identify areas for process improvement.
  • Attend customer events (as required) for CIV accounts.
  • Track/monitor operational issues and follow up with assigned personnel to ensure timely resolution of problems.
  • Manage the process for communicating scheduled outage/emergency activities to internal and external customer base on a timely basis, ensuring availability of accurate data for escalation.
  • Ensure customer data is updated and customer activity effectively tracked in sales force.
  • Perform other tasks as may be required.

Qualifications, Skills & Competencies


  • Bachelor’s degree in a relevant field.
  • At least two (2) years’ relevant experience.

Skills & Competencies:

  • Must be Bi-lingual (fluent in both English and French written and oral communication)
  • Candidate must be resident in Abidjan
  • Experience in Customer Support MNO
  • Skilled in Billing, Bookkeeping and Spreadsheet
  • Ability to be a Finance support
  • Strong interpersonal and relationship building skills
  • Strong oral and written communication skills
  • Detail-oriented and able to take ownership of assigned tasks. Accountable and dependable.
  • Strong organizational skills
  • Proficiency in the use of MS Office suite and Sales/ CRM software.
  • In-depth knowledge of MainOne’s product and service offerings.
  • Ability to manage difficult situations and customers.
  • Ability to read, analyze and interpret general business documents (terms and conditions, technical procedures, etc.)
  • Keen attention to detail.
  • High level of integrity and professionalism, especially in dealing with highly confidential information.
  • Time and priority management skills.
  • Strong analytical and problem-solving skills.

Demands of the Job

  • Result-oriented disposition
  • Ability to multi-task efficiently without compromising on quality
  • Ability and willingness to work long hours and meet tight deadlines
  • Ability to work with minimal supervision
  • Periodic visits to customer locations