Company Info
Large organization
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 recognisable.
200 + Employees
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 recognisable. 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.
1). Officer – Customer Operations Walk In
Job Identification: 5313
Location: Asaba, Delta
Employment Type: Full-time
Job Category: MTN Level 2
Reports To: Manager – Customer Operations Walk In Asaba
Division: Customer Relations and Experience
Job Description
- Contribute to the sustenance of the MTN brand by providing high-quality customer care to all MTN’s customers through assigned media or within a designated location.
Responsibilities
- Escalate and route customer issues to the relevant process operators.
- Perform necessary system transactions related to customer request.
- Use organization and time management tools to track cases and meet turn-around-times and other required metrics.
- Maintain Integrity of managing subscriber data/information.
- Ensure the collected customer data is kept confidential and used specifically for the purpose of its collection.
- Identify and report on customer impacting trends.
- Enlighten and educate customers on new products and initiatives within MTN.
- Educate customer on use of products and services.
- Document actions taken to resolve client problems.
- Verify correct cash amounts are paid
- Perform software installation and configuration requests.
- Perform incidence escalation process in compliance with laid down policies and procedures
- Collect and book- in customer phones for warranty repairs
- Communicate credit status to customers
- Identify problematic invoices proactively and promptly notify the billing division
- Assist with Printing post-paid client bills
- Generate funds from sales and render after sales support service
- Handle cash and ensure correct amounts are paid
- Collect customer phones for warranty repairs.
Qualifications
Education:
- First Degree in any related field
- Fluent in English.
Experience:
- 3 – 7 years’ experience including:
- Experience working with others.
- Experience working in a medium-organization
- Experience in a call-center (Prepaid/Postpaid) environment (Customer Care Rep (Retention & Churn).
Application Closing Date
21st February, 2025; 10:59 PM.
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2). Officer – Customer Operations Walk In
Job Identification: 5312
Location: Enugu
Employment Type: Full-time
Job Category: MTN Level 2
Reports To: Manager – Customer Operations Walk In Enugu
Division: Customer Relations and Experience
Job Description
- Contribute to the sustenance of the MTN brand by providing high-quality customer care to all MTN’s customers through assigned media or within a designated location.
Responsibilities
- Escalate and route customer issues to the relevant process operators.
- Perform necessary system transactions related to customer request.
- Use organization and time management tools to track cases and meet turn-around-times and other required metrics.
- Maintain Integrity of managing subscriber data/information.
- Ensure the collected customer data is kept confidential and used specifically for the purpose of its collection.
- Identify and report on customer impacting trends.
- Enlighten and educate customers on new products and initiatives within MTN.
- Educate customer on use of products and services.
- Document actions taken to resolve client problems.
- Verify correct cash amounts are paid
- Perform software installation and configuration requests.
- Perform incidence escalation process in compliance with laid down policies and procedures
- Collect and book- in customer phones for warranty repairs
- Communicate credit status to customers
- Identify problematic invoices proactively and promptly notify the billing division
- Assist with Printing post-paid client bills
- Generate funds from sales and render after sales support service
- Handle cash and ensure correct amounts are paid
- Collect customer phones for warranty repairs.
Qualifications
Education:
- First Degree in any related field
- Fluent in English.
Experience:
- 3 – 7 years’ experience including:
- Experience working with others.
- Experience working in a medium-organization
- Experience in a call-center (Prepaid/Postpaid) environment (Customer Care Rep (Retention & Churn).
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3). Engineer – Data Centre, Information Technology
Job Identification: 3222
Location: Ikoyi, Lagos (Hybrid)
Employment Type: Full-time
Job Category: MTN Level 2
Reports To: Manager Data Centre
Division: Information Technology
Description
- Monitor, diagnose and resolve problems with key IT systems to ensure systems work efficiently.
- Manage crisis situations and work under pressure to resolve problems.
- Plan and undertake projects to improve and upgrade key IT systems as directed by IT Senior management.
- Develop, contribute, and evaluate technical proposals related to Data Centre Operations.
- Contribute to continuous improvement of platform performance, scalability, efficiency, and reliability
- Provide technical expertise for 1st and 2nd line IT support staff, sharing technical knowledge
- Work cross-functionally with various teams
- Ensure policies and processes are well-documented, communicated and followed
- Advocate for and drive major initiatives that move the organization forward and help us scale
- Assist other Infrastructure and Cloud team and development teams to resolve application-to-platform integration issues (IaaS and PaaS) across different cloud providers and deployment models.
- Provide information timely for Audits and Security and audit requests and ensure vulnerabilities and findings are closed
- Effective access controls to Infrastructure platforms.
- Ensure Incident and Problem resolution within SLAs
- Work with the Network and Facilities teams to ensure adequate Security, Network and Power and Cooling in the Data Centers.
- Work with OEMs, Partners, Planning teams and other key stakeholders to ensure highly available Data Centre.
Requirements
Education:
- First Degree in any related field
- Relevant Professional Certifications e.g. Data Centre Certifications, Network Certifications etc.
- Fluent in English
Experience:
3 – 7 years’ experience which includes:
- Vast Knowledge of Data Centre design, project implementation and operations support.
- Vast knowledge of Data Centre Network Design, Implementation and Support.
- Knowledge of IT equipment handling, power, and cooling technologies
- In-depth understanding of LAN and SAN cabling Support and implementation techniques
- Good troubleshooting, analytical, communication and collaboration skills
- Development of policies, Processes and Procedures as required to guide Data Centre Operations
- Familiar with Agile project management methodologies.
- Good understanding of ITIL Infrastructure Library Framework
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4). Senior Lead – Sales and Trade Development Minna, Sales and Distribution
Job Identification: 4827
Location: Minna, Niger
Employment Type: Full-time
Job Category: MTN Level 2
Reports To: Senior Manager – Sales and Trade Development Kaduna
Division: Sales and Distribution
Mission
- To promote the MTN brand and deliver on the monthly sales target and other expectations as required by the Sales & Distribution division.
- To lead and manage a team of Sales Representatives, Mobilize Consultants, Field Support Agents, and SIM Registration Acquisition Agents.
Description
- Ensure an increase in sales, activations, and product penetration by ensuring brand visibility within assigned territory.
- Review channel operations and stock levels and ensure proper stock management in the channel in order to meet customer demands.
- Coach and train team members to ensure understanding of the objectives and goals of the department, awareness of set targets and requirements, and increased product knowledge, as well as identify developmental opportunities for team members.
- Oversee and coordinate all technical activities and the activities of team members, and ensure all transaction and administrative documentation is recorded and available for business use.
- Build and maintain relationships with dealers, participate in organizing channel distributor forums and events to enhance business relationship.
- Provide procedural and policy guidance to team members and other operational staff and communicate service standards to ensure that targets are achieved.
- Work with other units/departments including Marketing to arrange promotions and local events that increase the presence and visibility of all products within the target market.
Requirements
Education:
- A First Degree (B.Sc. or HND) in any Social Science degree or related discipline
- Fluent in English
Experience:
3 – 7 years’ experience including:
- Experience using data mining tools
- Telecoms experience would be an added advantage
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5). Advisor – Immigration, Human Resources
Job Identification: 5128
Location: Ikoyi, Lagos
Employment Type: Full-time
Job Category: MTN Level 2
Reports To: Manager – Industrial Relations and Support Services
Division: Human Resources
Mission
- To coordinate all activities related to immigration and emigration of all MTN employees.
Description
- Develop and maintain standard immigration policies, process and procedures for MTNN in consultation with the line Manager.
- Administer immigration processes including issuance of work permits to new expatriates after confirming that all statutory and administrative requirements relating to resident permits, temporary work permits, E-migration have been met by relevant/respective MTN employees.
- Advise MTNN on new immigration related legislation; interpret impact on MTNN and make recommendations on necessary actions as required.
- Ensure periodic reconciliation of expatriate quota with the Nigeria Immigration Authorities and manage expatriate quota positions by ensuring that expatriate quotas are renewed as and at when due.
- Liaise with the Nigerian Immigration Authorities on extension of expired temporary work permits and the processing of certified residence permit, (CERPAC) E-Migration residence Permits and multiple re-entry visas for MTNN expatriates.
- Ensure excellent performance and quality service delivery, maintaining strong internal and external relationships.
- Evaluate information received for visa applications and thoroughly review all accompanying documentation in order to determine the suitability/compliance of the applicant with the requirements of the Immigration and Refugee Protection Act.
- Support employees with necessary documentations for VISA application processing when required.
- Ensure monitoring and tracking of expatriate visas and expiring periods and ensure customers are kept informed of any developments relating to visa queries.
- Manage customer workflow queues within pre-defined timescales, prioritizing effectively when necessary.
- Maintain cordial relationships and goodwill with the Nigerian Immigration Authorities and other stakeholders such as the Federal Ministry of Interiors etc.
- Process, track and monitor visa applications and visa renewal for MTNN staff traveling for business purposes e.g. trainings; and provide advice/assistance to MTNN staff regarding passport applications and renewals.
- Manage sensitive relationships with top officials in the Immigration office and High Commissions/Embassies.
Requirements
Education:
- A First Degree in any field. A degree in foreign or international relations or any related discipline would be an added advantage
- Knowledge of Immigration Acts & Manual and ability to interpret immigration laws
Experience:
3 – 7 years of experience in an area of specialization; with experience with working with others.
- Experience working in a medium organization
- Experience in immigration and emigration, passport and documentation management
- Experience in supervisory role
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6). Representative – Sales and Trade Development
Job Identification: 5183
Location: Osisioma, Abia
Employment Type: Full-time
Job Category: MTN Level 1
Reports To: Manager – Sales and Trade Development Abia
Division: Sales and Distribution
Mission
- To manage and develop trade infrastructure and the channels of distribution especially retailers to ensure MTN dominance at retail in the assigned territory.
Description
- Confirm that sub dealers and dealer branches are contacted and stock receipt/movement verified.
- Provide informal training in shops on products, services and promotions being run by marketing, channel or region and on-the-spot training/coaching of all visited outlets in territory (100% of all visited outlets in call cycle)
- Manage events and promos, generate sub-dealer promo specifications and perform post-promo evaluation
- Provide weekly/monthly sales activity report and market intelligence report to field service engineers
- Monitor and report back on network quality and other sales impacting indices in territory covered
- Ensure call cycle time of 8 – 10 visits a day per territory or as business requires
- Identify, classify and support all players in channels of distribution and ensure weekly/monthly database update
- Ensure MTN product availability in channel is >95% at all times and provide weekly product availability report of all visited outlets during call cycles
- Direct all channel participants to MTN identified growth area within your territory
- Establish consistent channel standards including branding as per channel recommendation.
- Increase brand awareness – Signage, POS distribution and target 65% visibility in the channel of distribution (Trade marketing team will measure)
- Support all identified outlets with 100% merchandizing as appropriate and defined.
- Build relationship between lower and upper levels (i.e. authorized distributors and sub dealers), support trade partners and Sub dealers and link subs, retailers etc. to Trade Partners and help nurture the relationship
- Resolve all issues/queries with regards to activations, products and promotions
Requirements
Education:
- First Degree Preferably Social Sciences
- Fluent in English
Experience:
1 – 3 years experience in an area of specialization, with experience working with others
- Experience working in a medium organization
- Sales and Marketing experience in a fast-moving consumer goods environment
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7). Senior Lead – Sales and Trade Development
Job Identification: 5321
Location: Rumokoro, Rivers
Employment Type: Full-time
Job Category: MTN Level 2
Reports To: Senior Manager – Sales and Trade Development Port Harcourt
Division: Sales and Distribution
Job Description
- To promote the MTN brand and deliver on the monthly sales target and other expectations as required by the Sales & Distribution division.
- To lead and manage a team of Sales Representatives, Mobilize Consultants, Field Support Agents, and SIM Registration Acquisition Agents.
Responsibilities
- Ensure an increase in sales, activations, and product penetration by ensuring brand visibility within assigned territory.
- Review channel operations and stock levels and ensure proper stock management in the channel in order to meet customer demands.
- Coach and train team members to ensure understanding of the objectives and goals of the department, awareness of set targets and requirements, and increased product knowledge, as well as identify developmental opportunities for team members.
- Oversee and coordinate all technical activities and the activities of team members, and ensure all transaction and administrative documentation is recorded and available for business use.
- Build and maintain relationships with dealers, participate in organizing channel distributor forums and events to enhance business relationship.
- Provide procedural and policy guidance to team members and other operational staff and communicate service standards to ensure that targets are achieved.
- Work with other units/departments including Marketing to arrange promotions and local events that increase the presence and visibility of all products within the target market.
Qualifications
Education:
- A first degree (B.Sc. or HND) in any Social Science degree or related discipline
- Fluent in English
Experience:
- 3 – 7 years’ experience including:
- Experience using data mining tools
- Telecoms experience would be an added advantage.
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8). Analyst – Campaign Management, Digital Services
Job Identification: 5269
Location: Ikoyi, Lagos
Employment Type: Full-time
Job Category: MTN Level 2
Reports To: Manager Campaign Management
Division: Digital Services
Mission
- Execute Digital Services’ campaign strategy by identifying, developing, and managing campaigns, channels, partnerships, and platforms to help MTNN acquire customers and grow revenues in alignment with the overall business strategy and market requirements.
Description
- Implement and monitor Digital Services’ advertising and campaign strategy
- Adhere to, review, and update consistent, efficient, relevant, and standard policies, processes, and procedures for managing Digital Services’ campaigns, channels, and platforms
- Collaborate with cross-functional teams to develop and conduct effective and efficient campaigns, channels, and platforms
- Ensure campaigns, channels, and platforms adhere to all MTNN and regulatory policies relating to digital products and services
- Identify and fulfil the expectations, needs, and priorities of key internal stakeholders, e.g., CEX, CRX, CSS, EB, Finance, Foundation, HR, IT, Marketing, Networks, Risk & Compliance, and S&D from a campaign, channel, and platform perspective
- Implement an intra-divisional Internal Stakeholder Engagement Strategy which includes but is not limited to the rationale for regular engagements (cross-functional meetings, sessions, and workshops), engagement format, communication plan, implementation plan, monitoring and review plan, performance metrics
- Monitor the documentation, development, testing, and launch of campaigns, channels, and platforms according to the relevant Policies, Procedures, & Processes Document to exceed targets as specified in the business plan
- Provide accurate, current, data-driven, relevant and understandable analysis, FAQs, information, and reports – including but not limited to competitive intelligence, impacting trends, and weekly performance reports – as may be required to guide management decisions and support the business planning process
- Use effective and efficient campaigns, channels, and platforms to grow digital revenues and subscriptions to exceed targets as specified in the business plan
- Monitor digital revenues and subscriptions to confirm the validity of the associated business case as specified in the business plan, if necessary
- Monitor the design, documentation, development, implementation, testing, and launch of campaigns, channels, and platforms
- Using campaign results, identify new opportunities such as features, growth areas, markets, and trends.
Requirements
Education:
- First Degree in Marketing, Mass Communication or any related discipline
- Certification or training in (Agile) Project Management will be an advantage
- Fluent in English.
Experience:
3 – 7 years’ experience which includes
- A minimum of three (3) years in a small- or medium-sized organisation
- Experience in digital marketing, growth marketing, campaign analytics and performance evaluation
- Excellent communication, interpersonal, and writing skills; Advanced ability to build strong working relationships across the organisation, influence stakeholders, and work as part of a cross-functional team
- Experience in Information Technology, OTT, or telecommunications will be an advantage
- Ability to analyse and identify critical business/customer/product metrics and negotiate with vendors and suppliers on technical and commercial matters will also be an advantage
- Proficiency in Microsoft Office (Excel, PowerPoint, and Word).
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9). General Manager – Business Development, Digital Services
Job Identification: 5269
Location: Ikoyi, Lagos
Employment Type: Full-time
Job Category: MTN Level 2
Reports To: Chief Digital Officer
Division: Digital Services
Mission
- Define and monitor the implementation of Digital Services’ ecosystem, partnership, product, and service development strategies to acquire customers and grow revenues in alignment with MTNN’s business strategy and market requirements.
Description
- In alignment with MTNN’s business objectives and market demands, use old and new technologies to design, build, manage, and develop a compelling and innovative digital services ecosystem (apps (gaming, music, video, podcasts), partners, platforms, products, services, and systems) that will allow MTNN to acquire customers, grow revenues, and lead the market across multiple customer and market segments.
- Establish the short, medium, and long-term road map for MTNN’s application, ecosystem, partner, platform, product, and service technology in alignment with MTNN’s business strategy.
- Develop and monitor the implementation of tactical plans – including but not limited to enhanced/new business models, business requirements, features, functionalities, partnerships, products, and services.
- Negotiate and manage partnerships with OEMs and platform providers with the objective of driving revenue growth and profitability.
- Collaborate closely with the Digital Business Growth team to define, drive, and monitor the design, documentation, development, implementation, testing, launch, management, review, and ongoing support of applications, ecosystem elements, partnerships, platforms, products, and services for multiple customer segments.
- Oversee the end-to-end telco, mobile and web applications development lifecycle, from ideation to deployment, ensuring that all features and processes are optimized for efficiency and quality.
- Define relevant metrics and measures to routinely monitor progress against targets and take appropriate managerial action to ensure targets are met or exceeded.
- Identify business risks and critical issues and determine appropriate risk mitigation plans covering a short- to long-term timeline
- Develop a framework to understand competition(s) and provide solutions to react to competitive threats while monitoring the local and international environment to identify new applications, ecosystem elements, partnerships, platforms, products, and service opportunities.
- Monitor and review resources to ensure that they are allocated and utilized in a cost-effective and financially disciplined manner in line with Digital Services’ budget provisions
- Interrogate and understand customer (expectations, needs, and priorities), product/service features, growth areas, markets, and trends about existing digital platforms, products, and services to identify new business opportunities.
- Integrate into a telecom ecosystem and optimise a wide variety of rich media services, including various applications, video streaming, mobile and console gaming, music streaming, lotteries, and betting to drive customer engagement and revenue.
- Lead the design, development, launch and ongoing management of digital apps, products, and services, ensuring intuitive and seamless customer experiences and adherence to industry best practices
- Define the technology strategy and roadmap for Digital Services in line with MTNN’s overarching business goals
- Regularly review the technology strategy and roadmap to ensure its alignment with the changing dynamics of the internal and external ecosystem by providing direction, structure, frameworks, models, plans, and roadmaps.
- Develop consistent, efficient, relevant, and standard policies, processes, and procedures for implementing and optimizing Digital Services partnerships, platforms, products and services.
- Champion the review of business processes (headcount, process optimization, business optimization etc.) to drive efficiency gains to ensure at least a 5% reduction in MTNN’s budget year-on-year.
- Identify and fulfil the expectations, needs, and priorities of key internal stakeholders, e.g., CEX, CRX, CSS, EB, Finance, Foundation, HR, IT, Marketing, Networks, Risk & Compliance, and S&D from partnerships, platforms, products, and services perspective.
- Develop an intra-divisional Internal Stakeholder Engagement Strategy which includes but is not limited to the rationale for regular engagements (cross-functional meetings, sessions, and workshops), engagement format, communication plan, implementation plan, monitoring and review plan, performance metrics.
- Ensure that the Digital Business Development team provides accurate, current, data-driven, relevant, and understandable analysis, FAQs, information, and reports – including but not limited to competitive intelligence, impacting trends, KPI performance indicators and data, the status of crucial departmental activities and resources, and weekly performance reports – as may be required to guide management decisions and support the business planning process.
- Work with the General Manager, Business Growth to develop and monitor the implementation of:
- Application, partnership, platform, product, and service strategies that exceed identified/evolving customer expectations, needs, and priorities
- Strategic and tactical growth plans, including new business models, applications, partnerships, content, and services.
- Application/product/service withdrawal, ensuring that alternative solutions are available to customers, properly planning a migration path to alternative services, and communicating changes effectively with a limited impact on revenues and subscriptions
- Updated product and service technology roadmap for Digital Services
- Monitor and improve MTNN’s NPS related to applications, partnerships, platforms, products, and services
- Promote a customer-focused culture in Digital Services
- Drive differentiation through better customer experiences and digital channel transformation to create new routes to market and ensure that services/products are easily accessible to customers
- Evaluate and refine product and ecosystem development policies, processes and procedures to enhance productivity, reduce bottlenecks, and ensure the delivery of high-quality telco-based apps, content, and services
- Nurture and manage relationships with external and internal ecosystem partners (including but not limited to content creators, device manufacturers, suppliers, technology providers, and vendors), negotiate agreements, optimise partnerships, improve products, and identify opportunities for collaboration and growth
- Champion external and internal stakeholder engagement strategies, including but not limited to the rationale for regular engagements (cross-functional meetings, sessions, and workshops), engagement format, communication plan, implementation plan, monitoring and review plan, and performance metrics
- Enhance/expand MTNN’s role in the larger national macro-environment by representing the division and the company at industry events and with key stakeholders and contributing to/participating in CSR projects, NGOs, recognised professional institutions, think tanks, etc
- Collaborate with external and internal stakeholders to improve their processes, in turn, improve the efficiency of MTNN’s operations and accelerate MTNN’s leadership in the Nigerian ICT/Digital industry
- Drive MTNN’s Cultural Operating System and refreshed values required to improve business performance
- Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape
- Identify, evaluate, and track the development needs and performance of staff, providing opportunities for staff to build on the company’s investment in their training and improve productivity
- Contribute to the growth, satisfaction, and well-being of the team and the development of a team culture focused on growth, innovation, and stakeholder management
- Stay abreast of and share information about new and existing regulatory policies, digital, industry, marketplace, and platform trends with the team
- Develop and implement a knowledge transfer plan for Digital Services to drive continuous improvement.
Requirements
Education:
- A First Degree in Engineering, Computer Science, or any related discipline
- MSC/MBA qualification in a related field
- Proficiency in Microsoft Office (Excel, PowerPoint, and Word)
- Certifications in digital ecosystems, emerging technologies and product ownership/development are advantages
- Fluent in English.
Experience:
A minimum of twelve (12) years in a global/multinational enterprise, and an understanding of emerging markets which should include:
- 5 years in a strategic role within a large organization
- At least 2 years of digital products development experience
- Experience at the senior management level in Information Technology, OTT, or telecommunications will be an advantage.
- Experience in product development, product life cycle management, and product performance evaluation.
- Some experience in customer service and partner/relationship management will be useful.
- A detailed understanding of the digital ecosystem, players, business models and industry-related best practices with experience working in a digital environment.
- A track record of developing a communication strategy, building relationships across teams and key stakeholders to achieve goals.
- Excellent communication, interpersonal, and writing skills; Advanced ability to build strong working relationships across the organization, influence stakeholders, and work as part of a cross-functional team.
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10). Senior Lead – Sales and Trade Development
Job Identification: 5286
Location: Ikoyi, Lagos
Employment Type: Full-time
Job Category: MTN Level 2
Reports To: Manager – Sales and Trade Development Lagos Mainland
Division: Sales and Distribution
Job Description
- To promote the MTN brand and deliver on the monthly sales target and other expectations as required by the Sales & Distribution division.
- To lead and manage a team of Sales Representatives, Mobilize Consultants, Field Support Agents, and SIM Registration Acquisition Agents.
Responsibilities
- Ensure an increase in sales, activations, and product penetration by ensuring brand visibility within assigned territory.
- Review channel operations and stock levels and ensure proper stock management in the channel in order to meet customer demands.
- Coach and train team members to ensure understanding of the objectives and goals of the department, awareness of set targets and requirements, and increased product knowledge, as well as identify developmental opportunities for team members.
- Oversee and coordinate all technical activities and the activities of team members, and ensure all transaction and administrative documentation is recorded and available for business use.
- Build and maintain relationships with dealers, participate in organizing channel distributor forums and events to enhance business relationship.
- Provide procedural and policy guidance to team members and other operational staff and communicate service standards to ensure that targets are achieved.
- Work with other units/departments including Marketing to arrange promotions and local events that increase the presence and visibility of all products within the target market.
Qualifications
Education:
- A first degree (B.Sc. or HND) in any Social Science degree or related discipline
- Fluent in English
Experience:
- 3 – 7 years’ experience including:
- Experience using data mining tools
- Telecoms experience would be an added advantage
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11). Coordinator – Service Fulfilment
Job Identification: 5301
Location: Rivers
Employment Type: Full-time
Job Category: MTN Level 2
Reports To: Senior Manager – FTTH Service Fulfilment
Division: Fixed Broadband
Job Description
- Fulfill Fibrenet orders to customer satisfaction within Service Level Agreement (SLA) and acceptable service standards.
- Orchestrate the service fulfillment process through efficient coordination of key actors and touchpoints to meet run rate targets and support FTTH business acceleration.
Responsibilities
- Track new job orders (JO) on DCLM, push them to appropriate home connection (HC) partners, and orchestrate their fulfillment in compliance with the Standard Operation Procedure (SOP), SLA, Customer Service Etiquette, and MTN Service Culture.
- Proactively manage and resolve all operational challenges experienced by HC partners during home connection visits and installation.
- Track HC partner’s material usage (ONT and accessories) and avert stock-outs that may impact service fulfillment operations.
- Activate product types upon successful provisioning of customer ONTs and forward batches of fulfilled JOs to appropriate Customer Service Partners for customer onboarding.
- Update the service fulfillment BSS system (DCLM) in a timely manner and ensure updates are accurate and consistent.
- Effectively manage customers for issues resulting in service fulfillment delays to prevent negative social media comments that may demarket the brand, impede referral sales, or trigger refunds.
- Coordinate home connection (HC) vendor field activities, especially drop cabling activity, customer service etiquette, and stock usage tracking to prevent material stock-outs that may impact SLA and customer journey.
- Be the customer’s advocate throughout the service fulfillment journey and ensure the customer is managed with continuous and consistent communication.
- Develop an effective feedback mechanism to improve operational efficiency and standardize the service culture.
- Orchestrate the interactions and relationships with ecosystem players to achieve continuous upskilling of field teams, service culture, and brand awareness.
Qualifications
Education:
- First degree in Social Sciences, Engineering, or IT-related disciplines
- Fluent in English
Experience:
- 3–7 years’ experience in a service fulfillment role in a telecoms, e-commerce, or financial services industry.
- Experience in customer service etiquette, sales/marketing, or a related function.
- Proficiency in Microsoft Office Tools (Word, PowerPoint, and Excel)
- Experience working in a medium organization.
- Understanding MTN fibre broadband products is an added advantage.
- Basic knowledge of FTTx technology and architecture is an added advantage.
- Excellent organizing, time management, and problem-solving skills.
Deadline: 21st February, 2025; 10:59 PM.
How to Apply: Interested and qualified candidates should Click Here to apply.