Senior Engineer, Customer Experience at 9mobile Nigeria

Posted on Thu 25th Feb, 2021 - hotnigerianjobs.com --- (0 comments)

9mobile is a Nigerian private limited liability company. EMTS acquired a Unified Access Service License from the Nigerian Communications Commission in 2007. The License enables EMTS provide Fixed Telephony (wired or wireless), Digital Mobile Services, International Gateway Services and National/Regional Long Distance Services in addition to spectrum assignments in the 900 and 1800 MHz bands.

We are recruiting to fill the position below:

Job Title: Senior Engineer, Customer Experience

Job ID: IRC4030
Location: Abuja
Job Type: Full Time

Job Summary

Handling customer complaints, support activities to improve customer experience management and reduce churn.

Principal Functions

Complaints demarcation
Resolution of customer experience complaints
Ensuring first call resolution of customer complaints
Key Quality Indicators (KQI) monitoring
Handling proactive customer-centric network performance improvement
Predictive maintenance using data analytics to improve customer experience
Tracking and improving Average handling time (AHT), Mean time to demarcate (MTD), time to recovery (TTR) for customer/subscriber incidents
Customer insight and VIP monitoring
Creation and generation of applicable CEM dashboards
Generation of customer complaints handling report
Perform other duties as assigned by the Head, NOC & BSS

Educational Requirements

First Degree or equivalent in Electrical or Computer Engineering or relevant discipline
Four (4) to six (6) years post NYSC work experience
RF optimization experience

Experience, Skills & Competencies
Knowledge:

Network availability and capacity management
Network administration
Network operations and maintenance
Radio Frequency coverage and capacity optimization
Network key performance indicator analysis

Skills:

Communication
Analytical
Reconciliation
Problem Solving
Presentation

Behavior:

Passion for Excellence
Integrity
Empowering people
Growing people
Teamwork
Customer Focus.

Application Closing Date
Not Specified.

Sorry, this listing is no longer open.

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