Apply for the position of Customer Operations Officer at 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.
Officer – Customer Operations Walk – In, PH
- Job Type: Full Time
- Required Qualification: BSC/HND/BA
- Category: Customer Service
- Location: Rivers | Nigeria
- Benefits: Salary+ Training + Employment
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Job Details:
Reports To: Manager – Customer Operations Walk In Port Harcourt
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:
- Market MTN products and services to current and potential customers.
- Perform the necessary system transactions related to customer requests.
- Use organization and time management tools to track cases and meet turn-around times and other required metrics.
- Maintain integrity in managing subscriber data and 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.
- Escalate and route customer issues to the relevant process operators.
- Verify the correct cash amounts are paid.
- Perform software installation and configuration requests.
- Perform the 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.
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)
Analyst – Customer Acquisition and Compliance:
- Job Type: Full Time
- Required Qualification: BSC/HND/BA
- Category: Customer Service
- Location: Rivers | Nigeria
- Benefits: Salary+ Training + Employment
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Job Details:
Reports To: Manager – Customer Acquisition and Compliance West
Division: Sales and Distribution
Mission:
- To collate and analyze SIM Cards registration, SIMS availability/Supply and Distribution, Activations, Customer Retention and churn intelligence information on an on-going basis, (in relation to benchmarking and competition) and provide insight to Customer Acquisition Channel performance.
Description:
- Evaluate performance measured against SIM registration channel objectives in the following areas:
- Trade Partner and Customer Acquisition AND compliance Partners
- Walk-in-Centers
- Mobile Lite
- Connect Stores and Connect Points
- Other Sim Registration Agents (Pentagon).
- Collect, analyze and interpret a wide variety of Channel data and develop weekly /monthly reports in preparation for business review meetings.
- End- to-end device life-cycle management, tracking, monitoring of device’ heartbeat, utilization and efficiency.
- Engage the regions to follow up on implementation of Customer Acquisition Channel Initiatives.
- Provide and maintain a strong and reliable database to facilitate tracking and improvement of channel services and providing information enabling channel business decisions to be made.
- Prepare monthly, quarterly and year to date (YTD) measurement reports.
- Provide functional support to Customer Acquisition Manager
- Support seamlessly, the end-to-end SIM Acquisition agent’s system up, training, onboardings and exit.
- Analyze relevant best practices and provide recommendations to Customer Acquisition Manager.
- Attend regulatory meetings at state level and share outcome with regional leadership
Job Requirement:
- First degree in Computer Science, Statistics, Economics, Business Administration, Accounting or any related discipline
- Fluent in English
Experience:
3-7 years work experience which includes
- Minimum of 3 years’ experience in an area of specialization; with experience working with others
- Experience working in a medium organization:
- Project planning and reporting, sales/marketing or related function
- Experience using Data Mining Tools
- Telecoms experience would be an added advantage
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