Company Info
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.
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). Analyst – Closed Loop Feedback, Customer Relations and Experience
Job Identification: 6127
Location: Ikoyi, Lagos
Job Schedule: Full time
Reports To: Manager – Closed Loop Feedback
Division: Customer Relations and Experience
Mission
- Harness the power of customer feedback to drive transformative insights, enhancing customer experience and informing operational excellence.
- Through data-driven decision making, collaboration, and knowledge-sharing: empower the organization to make informed decisions that foster a customer-centric culture and drive continuous improvement.
Description
- Lead cross-functional collaboration to align feedback insights with internal objectives.
- Ensure secure storage and management of feedback data across departments.
- Monitor progress on feedback initiatives to ensure internal alignment.
- Promoting data privacy best practices in team discussions and knowledge-sharing sessions.
- Establish standardized processes for feedback analysis and reporting.
- Share key insights with internal stakeholders to drive improvements in operations.
- Translate customer feedback into actionable insights to improve services and products.
- Ensure feedback insights reflect customer expectations and preferences.
- Prepare detailed reports and presentations for senior stakeholders.
- Facilitate discussions on feedback-driven initiatives and align with stakeholder priorities.
- Ensure stakeholders understand and value customer feedback insights.
Requirements
Education:
- First Degree in any relevant discipline
- Fluent in English.
Experience:
3 – 7 years of experience, which includes:
- Proficiency in advanced survey design and execution.
- Experience with analytics tools like Power BI, Tableau, and Excel.
- Strong problem-solving skills to address feedback-related challenges.
- Proven ability to work collaboratively with cross-functional teams.
- Knowledge of customer service principles and feedback impact.
- Strong presentation and communication skills for stakeholder engagement.
- Experience in implementing feedback-driven changes within an organization.
- Familiarity with data privacy laws and secure data handling practices.
Application Closing Date
18th August, 2025; 10:59PM.
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2). Officer – Escalations and Service Recovery, Customer Relations and Experience
Job Identification: 6144
Location: Ikoyi, Lagos
Job Schedule: Full time
Reports To: Manager – Escalations and Service Recovery
Division: Customer Relations and Experience
Mission
- 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
Description
- Handle prepaid billing complaints, investigating customer issues and developing resolutions to enhance customer experience.
- Identify and track product/system errors, billing issues, and product feature defects, escalating issues as necessary. Ensure integrity and accuracy of product functionality on all applicable systems.
- Track customer complaints and maintain records and support first-call resolution efforts across all channels.
- Assist in root cause analysis to identify trending issues.
- Participate in post-implementation reviews of products and services and liaison with support teams to ensure defects on MTN products and services are corrected and recommendations implemented.
- Promote and ensure compliance with (Company policies, processes and procedures, overall objectives of the organization, regulatory & legal) within the business framework.
- Participate in Projects and requirement review sessions for Process Improvement on Prepaid sim Functionalities.
- Ensure all assigned Trouble tickets are resolved and closed within the agreed SLA.
- Reconcile billing and adjustments on customer transactions
- Channel Support Framework: Management and Support of MTN Service Centers, Connect Stores & Points, Virtual Teams, ISON online team, Account Management Partners and other internal teams.
- Attend and resolve complex issues escalated by departments like Customer Relations, S&D, Staff, IT support etc.
- Collaborate with other teams to carry out User Acceptance Test (UAT)/Sanity prior to rollout of products/services/process redesign to ensure it conforms to all agreed customer support requirements, standards and ensure products meet specification and requirement to satisfy customer needs.
- Participate in the design, development and management of products, services, and applications that meet the requirements of MTNN’s prepaid customers. (product Review)
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
- Take ownership of customer issues reported and see problems through to resolution, Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
- Review claims related to product and service transactions, advise the legal unit on customer experience management, and attend court appearances to defend the reviews conducted.
Requirements
Education:
- First Degree in related discipline
- Fluent in English
Experience:
3-7 years’ experience which includes
- Experience working in a medium organization.
- Experience in a call Centre (Prepaid) environment (Customer Care Rep (Retention& Churn):
- Root cause and analysis.
Application Closing Date
18th August, 2025; 10:59PM.
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3). Manager – Impact Reporting, Corporate Services and Sustainability
Job Identification: 6146
Location: Ikoyi, Lagos
Job Schedule: Full time
Reports To: Executive Director MTN Foundation
Division: Corporate Services and Sustainability
Mission
- To provide monitoring & evaluation services, manage MTNF’s information and communications, including the website; and provide guidelines for leveraging all MTNF activities.
Description
- Business Intelligence, Monitoring, Evaluation and Impact Assessment:
- Develop analytical tools to assess and evaluate input, activities, outputs, outcomes to showcase impact of MTNF interventions.
- Develop a robust M&E system for the Foundation to enhance sustainability and reduce risk, exposures etc.
- Develop reliable measures for assessing return on investment of and conduct impact assessment evaluation of MTNF initiatives.
- Develop project viability monitoring protocols and provide studies on key developments in the different program areas.
- Develop M&E model for MTNF projects.
- Develop & supervise project management protocols to ensure sustainability
- Select potential projects, implement business plans and support project prioritization, approval and initiation, including supplier selection.
- Reporting:
- Develop reporting system on MTNF programs to MTNF Board & Management, MTN Group, and relevant stakeholders.
- Develop content for reporting MTNF activities to Corporate Affairs team.
- Develop reporting and dashboards on programs for Portfolio Managers to enhance sustainability
- Develop impact accounting and reporting models & approaches and drive international sustainability reporting standards.
- Develop and share lessons in a way that adds to internal and industry knowledge, enhances collaboration and facilitates thought leadership.
- Communication & Leveraging:
- Develop a holistic leveraging guide for MTNF programs and interventions in alignment with MTNN business guidelines
- Drive adoption of MTNF content relevant to business units for articulating a uniform corporate brand narrative
- Manage and generate analytics from a consistently current MTNF corporate website
- Develop communications platforms with key internal and external stakeholders for the dissemination of MTNF content and interventions
- Liaise with Corporate Affairs to draft MTNF communications (speeches, statements, EOIs etc)
- Develop and drive an internal CSI information dissemination system to keep MTNN staff & partners informed of the Foundation’s activities.
Requirements
Education:
- Bachelor Degree / BA / Social Sciences / Arts is required
- Fluent in English
Experience:
6 – 13 years’ experience which includes:
- Minimum of 3 years’ experience in an area of specialization; with experience in supervising/managing others
- Experience working in a medium to large organization
- Experience in finance related role or in economic empowerment foundation, which includes:
- Project management experience with interaction in a micro-finance institution.
- Experience in NGO or active participation in community development or social initiatives
- Demonstrable commitment to social responsibility
Application Closing Date
18th August, 2025; 10:59PM.
How to Apply: Interested and qualified candidates should use the links below to apply:
