Specialist – Customer Support at MTN Nigeria

MTN Nigeria, the leading telecommunications company in the nation and a valued member of the diverse African and Middle Eastern community, boasts a highly recognizable brand. Our compelling brand enables us to attract top talents, whom we diligently nurture by continuously enhancing our employment offerings, going beyond just reward and recognition.

Title: Specialist – Customer Support

Job Identification: 3140

Location: Victoria Island, Lagos

Job Schedule: Full time

Job Category: MTN Level 2
Reports To: Manager – Customer Support
Division: MoMo Payment Service Bank (MoMo PSB)

Mission

• Responsible for providing exceptional customer service to our clients, handling their inquiries, resolving issues, and ensuring their overall satisfaction.
• You will work alongside the customer support team to pass on or receive information regarding customer needs.

Description

• Resolve customer escalations sent to MoMo Operations Teams.
• Escalate issues that will result in optimal time, scope, productivity, and cost or resource impact to customer support manager.
• Execute projects initiated in the specific sub-function.
• Abide by the established objectives, targets, and budgets for the sub-function, when required.
• Document identified key risks, issues and dependencies and set mitigation actions, with guidance from the customer support manager.
• Prepare documentation required for sign-off on tactical changes.
• Report on a daily basis to the customer support manager relating to progress made within the work area and in accordance with the measurement metrics set by the organisation.
• Report on an ad hoc basis on specific projects, as required.
• Educate clients on new offerings, features, and benefits to enhance their understanding and encourage product adoption.
• Maintain accurate records of customer interactions, inquiries, and complaints in our CRM and Ticketing system.
• Conduct periodic quality assessments of customer interactions, identify areas for improvement, and implement necessary training or process enhancements.

Education

• Bachelor’s Degree in a relevant field (e.g., Business, Finance, or Customer Service) /or equivalent work experience.
• Relevant post graduate education an advantage

Experience:

• 3 – 7 years of experience in an area of specialization; with experience with working with others
• Proven experience in a customer service role, preferably within the financial industry.
• Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely.
• Strong problem-solving and analytical skills, with the ability to think critically and make sound decisions.
• Detail-oriented and highly organized, with the ability to handle multiple tasks and prioritize effectively.
• Proficient in using CRM systems and other relevant software applications.
• Knowledge of financial products, services, and regulations is highly desirable.
• Ability to maintain professionalism and composure in high-pressure situations.
• Demonstrated commitment to delivering exceptional customer experiences.

Deadline: 8th August, 2023 at 10:59 PM.

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

Note: Eligible Females and People with Disabilities are encouraged to apply.