MTN Nigeria – The leader in telecommunications in Nigeria, and a part of a diverse community in Africa and the Middle East, our brand is instantly recognizable. It is through our compelling brand that we are able to attract the right talents who we carefully nurture by continuously improving our employment offerings even beyond reward and recognition.
Job Title: Officer, Customer Support
Core purpose of the Job
Ensure top quality customer support in all areas of key account management
First Degree or equivalent in Social or Management Science Course
Membership of Professional Customer Service/Relations associations will be an added advantage
Minimum of 3 years’ experience in an area of specialisation; with experience working with others
Experience in a customer service environment in the telecommunications industry.
Reporting and advanced proficiency in the use of Microsoft Excel spreadsheets and MS Word
Debt Management and Revenue Collection experience
Fault resolution and issue escalation
Ensure minimal customer churn on managed accounts
Constant analysis of Managed customer database for Revenue and Debt management
Ensure maximum collection of ALL invoices as at when due
Work with product, UAT and support teams to validate new products, new systems and upgrades
Generate relevant reports as required by the business
Ensure Quality Assurance and prompt invoice delivery
Analysis of customer requests for prompt resolution
Ensure end-to-end account management for Enterprise customers
Liaise with support teams (within and outside the unit) in order to resolve any customer identified issue
Perform Service fulfilments for Enterprise customers
Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
Foster active collaboration and relationships with employees across all levels and divisions in line with MTN’s VB and values.
Job Title: Customer Relationship Officer (TQM)
Core purpose of the Job
Contribute to the sustenance of the MTN brand by providing high quality customer care to all MTN’s customers through assigned media/ within designated location
First degree (BSc or HND) in any relevant discipline
Minimum of 3 years’ post degree experience
Customer Service experience
Experience in the Telecoms/Service industry
Microsoft Office suite
Experience in a call center environment
Forensic Auditing skills
Effective communication skills
Facilitate the development of team and individual quality and performance standards.
Assist in monitoring and benchmarking performance across and within teams.
Participate actively in the administration of customer satisfaction surveys and employee satisfaction survey.
Calibrate calls within the Online Assistance Centre to ensure compliance to quality management metrics.
Conduct Call evaluation within the Online Assistance Centre adhering to agreed standards.
Conduct quality gap analysis.
Conduct mystery shopping for the customer touch points.
Deliver quality assurance (QCG) training for customer care representatives.
Identify and communicate audit gaps to all stakeholders, follow-up to ensure audit recommendations are implemented.
Analyse customers’ information needs, business problems and business opportunities to determine efficient and effective systems/programming solutions.
Collaborate with business users to define processes that meet business needs
Work with business unit and IS team to define and design user systems architecture.
Ensure the availability of all required systems
Develop and define IT requirements to support process and system changes
Plan and manage the development and maintenance of required user systems
Prepare and execute testing plans to ensure high quality results.
Create detailed functional design documents for conversions, interfaces, and reports
Work with user departments to define roles and access rights to be created for all users in line with business requirements
Ensure proper documentation of all user systems and provide user guides for new and/or modified systems
Engage with vendor service support groups to bring resolution to system performance or other processing issues
Provide customer service in terms of problem tracking, troubleshooting and systems fault resolution