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Apply for the position of Customer Operation Roles at MTN Nigeria!
MTN Nigeria stands as the foremost leader in the telecommunications sector within Nigeria and is an integral part of a diverse and expansive community across Africa and the Middle East. Renowned for its instantly recognizable brand, MTN Nigeria has cemented its position as a trusted and influential player in the industry.
Officer – Customer Operations West II:
- Job Type: Full Time
- Required Qualification: BSC/HND/BA
- Category: Customer Care
- Location: Ibadan | Nigeria
- Benefits: Salary+ Training + Employment
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Job Details
Reports To: Manager – Customer Operations Walk In West 2
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 or within a designated location.
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.
- Ensure the collected customer data is kept confidential and used specifically for the purpose of its collection.
- Identify and report on customer impacting trends.
- Enlighten and educate customers on new products and initiatives within MTN.
- Educate customer on use of products and services.
- Document actions taken to resolve client problems.
- Verify correct cash amounts are paid
- Perform software installation and configuration requests.
- Perform incidence escalation process in compliance with laid down policies and procedures
- Collect and book- in customer phones for warranty repairs
- Communicate credit status to customers
- Identify problematic invoices proactively and promptly notify the billing division
- Assist with Printing post-paid client bills
- Generate funds from sales and render after sales support service
- Handle cash and ensure correct amounts are paid
- Collect customer phones for warranty repairs
Job Requirements:
- First Degree in any related field
- Fluent in English
Experience:
3-7 years’ experience, which includes
- Experience working with others.
- Experience working in a medium-organization
- Experience in a call-centre (Prepaid/Postpaid) environment (Customer Care Rep (Retention & Churn)
Officer – Escalations and Service Recovery:
- Job Type: Full Time
- Required Qualification: BSC/HND/BA
- Category: Customer Care
- Location: Lagos | Nigeria
- Benefits: Salary+ Training + Employment
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Job Details:
- 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.
Job Requirement:
- 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
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