Customer Care Job at MTN Nigeria

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Apply for the  Customer Care Job at MTN Nigeria!

MTN Nigeria is a leading telecommunications and digital services provider, headquartered in Lagos, and is the largest subsidiary of the multinational MTN Group. Since launching commercial operations in 2001, MTN Nigeria has played a pivotal role in the nation’s digital transformation by providing voice, data, digital, enterprise, and fintech services, including MoMo Payment Service Bank (PSB).

MTN Nigeria offers significant benefits, including robust opportunities for career development within a leading telecommunications company. The company provides a professional, inclusive, and collaborative environment, often praised for its quality training and skill development programs.

Individuals interested in the  Customer Care Job at MTN Nigeria should review the details, requirements, and application process provided below.

Customer Relations and Experience

• Job Type: Full Time
• Required Qualification: BSC/HND/BA
• Category: Customer Care
• Location: Lagos | Nigeria
• Salary: ₦500,000 – ₦650,000 net

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Job Details:

• Contribute to the sustenance of the MTN brand by driving revenue collections through digital payment channels 
• Implement revenue impacting activities in accordance with policies, process, and procedures 

Description:

• Reconciliation
  • Reconcile customer bank statements with internal financial records, identifying discrepancies and resolving issues.
  • Conduct daily checks on digital payment platform reports to reconcile payment gateway transactions for onward processing of refunds.
  • Capture successful transactions (Airtime/Data) that are unfulfilled for various payment options (Bank Pay/USSD/Card/NQR/MoMo) via channels like eShop and myMTN App.
  • Conduct daily reconciliation of unfulfilled transactions for MoMo and share with relevant stakeholders for refunds.
  • Conduct daily reconciliation of eShop revenue streams (Device/Data) to ensure alignment with the payment gateway platform.
  • Reconcile bank statements and payments from the MTN Collections account to identify and post payments for Consumer and SME accounts, avoiding unidentified payments.
  • Conduct reconciliation for MoD successful transactions that are unfulfilled and escalate to vendors for refunds.
  • Reconcile MTN Internal Accounts (Staff PABX, HyConnect, Test Customer/Test Roamer).
  • Conduct account reconciliations on postpaid accounts related to payment complaints.
• Transaction Verification
  • Verify transactions such as payments, receipts, and transfers to ensure accuracy and legitimacy.
  • Investigate and resolve discrepancies such as missing payments or incorrect transactions.
  •  Process daily chargeback transactions from payment processors, banks, fintech’s and validate each case by providing successful transaction evidence or rejecting invalid claims.
  • Approve requests for unfulfilled transactions to aid speedy refunds.
  • Implement debit reconciliation on accounts migrating from postpaid to prepaid.
  • Pass credit/debit adjustments on wrong recharge escalations for consumer postpaid and prepaid lines.
• Reporting and Monitoring
  • Generate daily, weekly, and monthly reports on failed bank recharges and other operational reports as required.
  • Generate monthly business performance reports for the functional area.
  • Monitor various digital bill payment channels (Web Bill payment portal, myMTN NG, Web, eShop, Zigi, etc.) daily to identify users and reconcile accounts to ensure fulfillment.
  • Manage the real-time monitoring dashboard and trigger fulfillment for unfulfilled payments to give value.
  • Follow up with the revenue management team to ensure accurate and prompt recording of cost center bills.
  • Generate daily SDP dumps from SAS for business decision-making.
• Compliance and Improvement
  • Ensure compliance with relevant laws, regulations, and company policies related to banking and reconciliation.
  • Continuously review and improve banking and reconciliation processes to increase efficiency and accuracy.
  • Develop and review policy, process, and procedure documents on banking and reconciliations.
  • Conduct user acceptance tests (UAT) on all automated payment channels and payment initiatives.
  • Ensure all trouble/service tickets logged to the team are promptly resolved and closed within the agreed Service Level Agreement.
  • Liaise with various stakeholders (IT/IS, 3rd party vendors, payment processors, banks, finance-revenue management)
• Effectively identify, resolve customer queries with timely follow‑through and feedback, while maintaining required service quality standards.
• Engage and Manage customers complaints on erroneous bank recharges from all Nigerian banks, convenient channels, and trade partners, collaborating with partners/banks for resolution.
• Efficiently support key account partnering banks on payment complaints.
• Receive payment advice from CRX/SME account officers, partners, sales partners, and frontline staff for adoption into clients’ accounts.

Job Requirements:

• First Degree in Finance, Accounting, Social Science
• Fluent in English

Experience:

3 – 7 years’ experience with experience working with others

• Experience working in a medium-sized organization.
• Experience in a call center (Prepaid & Postpaid) environment 
• Experience in a Customer Service-related role
• Experience in Data Analysis, Reconciliation and Reporting using basic tools, e.g. Excel, SAS, SQL, etc.
• Experience working with at least one Billing System as a customer facing function
• Experience in Customer Relationship Management tool
• Understands Prepaid and Postpaid Charging concepts.
• Attention to details

Manager – Customer Acquisition and Compliance HQ.Sales and Distribution

• Job Type: Full Time
• Required Qualification: BSC/HND/BA
• Category: Customer Care
• Location: Lagos | Nigeria

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Job Details

• To ensure growth in MTNN’s base in line with the strategic business objectives 
• Propose effective route-to-market options in implementation of all defined strategies for customer retention.  
• To manage and monitor customer SIM Card Registration across all regions and provide basic enablement for smooth operations across cross functional units.

Description:

• Develop compelling business cases for investment within relevant verticals, to assist in clearly identifying return on investment and risk. 
• Support the development and implementation of the national sales strategy within regional channels, as well as ensure that regional targets and service levels are duly met. 
• Review market and channel needs and plan and manage the procurement and distribution of SIM cards, ensuring this is in line with approved business forecast. 
• Track and administer the procurement process of approved number range, review acquisition and deployment plans /number usage and ensure availability of numbers across the country.
• Review business forecasts, track and monitor SIM procurement, SIM Card stock in channels across the regions and administer the distribution of SIM cards in line with approved plans. 
• Manage repair and swap process for SIM Registration kits and ensure subscriber details are up to date and correct as well as ensure the security and accessibility of the database. 
• Analyze target trends in trade channels within regions and monitor and prepare periodic reports on sales and distribution, SIM Card stock in channel across the regions and related trade channel activities. 
• Conduct competitive research, to find out competitors’ strategy for implementing acquisition and Registration within the region 
• Identify new markets, business within the region and act as liaison between MTNN and newly identified customers 
• Ensure effective management of customer acquisition and SIM Card Registration within the regions. 
• Coordinate, coach and influence external partners and essential support departments across MTNN’s business units to deliver a seamless pre-sales and post-sales service experience. 
• Liaise continuously with internal and external stakeholders (Regional Sales Teams, Marketing, Key Accounts Managers, etc) to ensure hitch-free operations  

Job Requirement:

• First degree in any related discipline  
• Fluent in English 
• Master’s degree in Sales or Marketing will be an added advantage.

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 
• Relevant project management experience

Analyst – Customer Analytics North East

• Job Type: Full Time
• Required Qualification: BSC/HND/BA
• Category: Customer Care
• Location: Nigeria

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Job Details:

• To assist in collecting, evaluating, and preparing research and/or other complex statistical data, narrative reports or presentations, and recommendations to have a better understanding of the customers’ needs at a micro-market level.

Description:

• Own regional BI architecture:
  • Power BI dashboards
  • Automated data pipelines
  • Single version of truth for the region
• Deliver state, LGA, cluster, and site-level analytics across:
  • Revenue
  • Subscribers
  • Usage (Voice/Data)
  • Quality of Experience 
  • Site profitability
• Proactively identify:
  • Underperforming micro-markets
  • White spaces and demand gaps
  • Early warning signals (churn risk, congestion, site profitability)
• Replace static reporting with predictive and prescriptive insights.
• Handle advanced ad-hoc analytics for RGM and regional leadership.
• Support localized go-to-market strategies:
  • location-specific offers
  • Channel mix optimization
  • Sales deployment targeting – GC opportunity mapping
• Integrate external data (population, income proxies, mobility, POIs) into insights.

Jo Requirements:

• First degree in Economics, Statistics, Mathematics, Computer science, Engineering, or any related field.
• Fluent in English. 

Experience:

3-7 years’ working experience which includes:

• 2 years in a business analyst or business analyst support role
• 2 years’ work experience within data analysis, programming, reporting or general business experience, including formal business/market analysis and data manipulation/ mining experience. 
• Understanding of Marketing Analytics by channel

Analyst – Customer Analytics South

• Job Type: Full Time
• Required Qualification: BSC/HND/BA
• Category: Customer Care
• Location: Nigeria
• Receive Job Alerts on P2P WhatsApp, Click HERE

Job Details:

• To assist in collecting, evaluating, and preparing research and/or other complex statistical data, narrative reports or presentations, and recommendations to have a better understanding of the customers’ needs at a micro-market level.

Description:

• Own regional BI architecture:
  • Power BI dashboards
  • Automated data pipelines
  • Single version of truth for the region
• Deliver state, LGA, cluster, and site-level analytics across:
  • Revenue
  • Subscribers
  • Usage (Voice/Data)
  • Quality of Experience 
  • Site profitability
• Proactively identify:
  • Underperforming micro-markets
  • White spaces and demand gaps
  • Early warning signals (churn risk, congestion, site profitability)
• Replace static reporting with predictive and prescriptive insights.
• Handle advanced ad-hoc analytics for RGM and regional leadership.
• Support localized go-to-market strategies:
  • location-specific offers
  • Channel mix optimization
  • Sales deployment targeting – GC opportunity mapping
• Integrate external data (population, income proxies, mobility, POIs) into insights.

Job Requirements:

• First degree in Economics, Statistics, Mathematics, Computer science, Engineering, or any related field.
• Fluent in English.

Experience:

3-7 years’ working experience which includes:

• 2 years in a business analyst or business analyst support role
• 2 years’ work experience within data analysis, programming, reporting or general business experience, including formal business/market analysis and data manipulation/ mining experience. 
• Understanding of Marketing Analytics by channel