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Officer – Customer Operations West 1, Customer Services at MTN Nigeria

Company Info

MTN Nigeria is a subsidiary of the MTN Group, a prominent cellular telecommunications company in Africa. MTN Nigeria made history on May 16, 2001, by becoming the first GSM network to initiate a call after the highly acclaimed Nigerian GSM auction conducted by the Nigerian Communications Commission earlier that year. As part of the MTN Group, MTN Nigeria plays a significant role in providing mobile telecommunications services in Nigeria, contributing to the country’s communication landscape and connecting people across the nation.

Title: Officer – Customer Operations West 1, Customer Services

Job Identification: 2815

Location: Ikoyi, Lagos

Job Schedule: Full time

Job Category: MTN Level 2
Reports To: Manager Customer Operations Walk-In
Division: Customer Relations

Description

  • 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.
  • Identify and report on customer impacting trends.
  • Generate periodic reports and other ad-hoc reports as requested by team lead.
  • Educate customer on use of products and services.
  • Enlighten and educate customers on new products and initiatives within MTN.
  • Document actions taken to resolve client problems.
  • Identify and resolve customer queries effectively and efficiently, whilst maintaining the acceptable service quality standard.
  • Follow through on customer queries ensuring prompt resolution and feedback.

Requirements
Education:

  • First Degree in any relevant discipline
  • Fluent in English.

Experience:

  • 3 – 7 years’ experience in an area of specialization; with experience working with others
  • Experience working in a medium-sized organization
  • Experience in a call center (Prepaid/Postpaid) environment (Customer Care Rep (Retention & Churn).

Deadline: 21st June, 2023.

How to Apply: Interested and qualified candidates should Click Here to apply online

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