Officer - Self Service and Electronic Channels, Customer Services at MTN Nigeria

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: Officer - Self Service and Electronic Channels, Customer Services

Job Identification: 1742
Location: Ikoyi, Lagos
Job Category: MTN Level 2
Job Schedule: Full time
Reports To: Manager Self Service and Electronic Channels
Division: Customer Relations

Description

• Provide 2nd level support for queries emanating from Self Service Channels i.e. myMTN NG, myMTN Web, IVR, Chatbot etc
• Participate in user acceptance testing for all the releases of the Self Service Channels  i.e. (Chatbot, myMTN NG, myMTN Web, IVR etc
• Participate in daily scrums and all related agile ceremonies
• Conduct, daily, weekly audits of the Self Service Channels, collaborate with relevant stakeholders to ensure defects are closed
• Participate in all  business initiatives deployed to drive adoption of the self service Channels
• Generate insights for strategic business decision making
• Actively participate in channel features journey mapping
• Collaborate with relevant stakeholders to resolve queries emanating from the payment gateway
• Manage end-to-end  all activities that relates to upload of contents on the IVR i.e. scripts, Edit files etc
• Participate in scripting and reviews for MTN products and Services and channel specific initiatives
• Co-ordinate Beta Testing for new releases on the Self Service Channels
• Participate in business change and transformational management initiatives
• Collaborate to ensure audit infractions are closed within agreed timelines as flagged by relevant stakeholders i.e. Internal audit etc
• Conduct root cause analysis for customer pain points as it relates to the Self Service Channels
• Collaborate with relevant functional and cross functional teams to ensure improved Customer satisfaction
• Provide feedback to customer queries on google appstore and play store and follow up with application developers to resolve customer pain points expressed through these channels
• Frontline empowerment/education on new initiatives, ensuring all relevant information are cascaded within the agreed timelines to all frontline and other support teams

Requirements
Education:

• First Degree in any relevant field
• Certification in Scrum, Project Management an added advantage
• Fluent in English.

Experience:

• 3 - 7 years’ experience including:
  • Minimum of 1 year experience using Agile project Management methodology
  • Experience working in a medium-sized organization
  • Certification in Scrum, Project Management
  • Experience applying design thinking in product development
  • Advanced Knowledge in the use of Excel
  • Change Management
  • Data Science
  • PowerBi
  • Structured Query Language (SQL)
  • Experience using studio equipment and editing.

Application Closing Date
16th December, 2022 (11:59 PM).