MTN Nigeria

Customer Relationship Officer (Self Service & Electronic Channels)

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Job Description

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.

We are recruiting to fill the position below:

Job Title: Customer Relationship Officer (Self Service & Electronic Channels)

Location: Lagos
Division: Customer Relations

Job Purpose

  • 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.

Job Summary

  • Participate in the implementation of the back office and complains operational plans
  • Adherence to all defined operational guidelines
  • Ensure prompt and complete documentation of transactions on the Self Service Platforms
  • Provide 2nd level support for queries from IVR, Web Self Service, Self-Care application platforms
  • Collaborate with 3rd level support to follow-through resolution of escalated queries
  • Conduct daily, weekly periodic audits on the Self Service Channels
  • Drive the Self- service adoption initiatives aligning to the organizational strategy
  • Participate in post implementation product testing and UAT
  • Assist in prompt resolution and escalations of customer queries to relevant technical stakeholders
  • Assist in implementing effective, proactive, quality processes at the operating level that will positively impact quality and enhance customer satisfaction
  • Scripting and sourcing for resources for IVR recording, ensure the voice files are properly labelled in readiness for uploading
  • Monitor the voice files on the IVR to ensure consistency and ensure proper process mapping and documentation

Job Requirements
Minimum years of experience

3

Other Requirements

Requirements
Education:

  • First degree (BSc or HND) in any relevant discipline

Experience:

  • Minimum of 3 years’ experience in an area of specialisation; with experience working with others
  • Experience in the service industry
  • Experience in Data Mining and Interpretation using Excel & SQL
  • Experience in Channel Auditing
  • Analytical Thinking
  • Experience in Complaints Management/Query Resolution
  • Experience in Business Process Mapping & Documentation
  • Experience in a call center environment

Job Conditions

  • Normal MTNN office environment.
  • May be required to work extended hours
  • Open plan office

How to Apply
Interested and qualified candidates should apply below

This job is no longer accepting applications.

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About MTN Nigeria
MTN Nigeria is part of the MTN Group, Africa's leading cellular telecommunications company. On May 16, 2001, MTN became the first GSM network to make a call following the globally lauded Nigerian GSM auction conducted by the Nigerian Communications Commission earlier in the year. Thereafter the company launched full commercial operations beginning with Lagos, Abuja and Port Harcourt.MTN paid $285m for one of four GSM licenses in Nigeria in January 2001. To date, in excess of US$1.8 billion has b...
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Job Summary
Published
June 5, 2017
Offer Type
fulltime
Experience
Minimum of 3years
Location
Lagos
Salary Range
N0.00 - N0.00K
Deadline
June 14, 2017
Specialization
Customer Service
Industries
ICT / Telecommunications
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