IHS Towers is one of the largest independent owners, operators, and developers of shared telecommunications infrastructure in the world by tower count and is the only towerco solely focused on the emerging markets. The Company has more than 40,000 towers across its 11 markets, including Brazil, Cameroon, Colombia, Côte d’Ivoire, Egypt, Kuwait, Nigeria, Peru, Rwanda, South Africa, and Zambia. For more information, please visit: www.ihstowers.com

Job Purpose

Manage and deliver the user experience for assigned co-locating customers. 

Responsibilities

• Own and manage the assigned customer interface, ensuring consistency and continuous improvement in service standards. 

• Serve as the single point of escalation on technical issues between the Operations team and assigned customers. 

• Focus on closing service gaps identified by the Customer Experience team, assigned Key Account Manager (KAM), and/ or customers. 

• Work with the Performance team within NOC to improve data integrity and reconciliation, as well as minimize disputes between the company and customers/ third-party stakeholders. 

• Manage customer incidents and problems, tracking and driving resolution of issues reported by customers. 

• Check the customer’s pulse via contact to ascertain service standards and satisfaction levels are being achieved. 

• Support the customer engagement process by educating assigned KAMs on technical realities, to develop work plans and timelines to address customer issues or opportunities. 

• Continuously research and propose innovative ways to improve service quality to both internal and external customers. 

• Perform other tasks and duties as assigned by the Principal Specialist, Customer Experience. 

• Bachelor’s degree in Telecommunications Engineering. 

• +7-10 years’ cognate experience in telecoms operations & maintenance.

Organizational Competencies

Customer Focus - People demonstrating this competency understand & exceed our customers’ needs. They develop trusted, reliable & collaborative relationships. They are consistently operating to the highest standards of service & delivery.

Innovation - People demonstrating this competency constantly seek new & improved ways to deliver our products & services. They champion engineering & skills development, and work to create a collaborative and supportive operating environment.

Integrity - People demonstrating this competency are open & honest in everything they do. They support financially & environmentally sustainable growth. They make socially responsible decisions and treat their stakeholders with respect.

Boldness - People demonstrating this competency are thorough in analyses & decision-making. They are courageous in expanding existing markets & developing new ones. They confidently pursue appropriate financial returns and are forward-thinking and ambitious.

Sustainability- People demonstrating this competency are constantly seeking to create positive impact in the communities we serve.

Our Vision

IHS is committed to improving the quality and availability of telecommunications infrastructure, the lifeline for an increasingly connected world. We are dedicated to helping create a sustainable future for the communities in which we operate, and our sustainable strategy is structured around four pillars: ethics and governance, environment and climate change, education and economic growth, and our people and communities.