Officer - Outbound and Support Desk, 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 of:

Job Title: Officer - Outbound and Support Desk, Customer Services

Job Requisition ID: 2538
Location: Ikoyi, Lagos
Job Type: Full time
Reports To: Manager, Outbound & Support Desk
Division: Customer Relations

Mission

• 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

• Anticipate and identify customers’ needs and dissatisfaction for proactive customer engagement.
• Actively engage in cross selling/up selling to increase the net present value of customer.
• Participate in and execute actions that affect the NPS of customers in the churn bucket.
• Resolve complex issues that have results in a customer disconnection through negotiation while working within MTN policies and procedures.
• Liaise with the relevant teams on SIM Swap and SIM Registration Eyeballing for accurate Reporting in a timely manner using the enterprise PowerBI platform.
• Carry out data analytics, cost modelling and predictive projections of related business records on eyeballing
• Build relationships with customers to overcome churn and increase retention.
• Identify process, procedure and workflow improvements and to assist in their implementation.
• Identify gaps through Voice of Customer and engage the relevant support team in ensuring closure and service improvement.
• Collect, organize and analyze data to assist in the decision-making of the Consumer Operations Support department along with other operational departments of the business.
• Carry out Segmentation and analysis of nursery customer base to gain insights on potential implications on retention and acquisition.
• Convert at risk customers to promoters and ensure good NPS.
• Ensure growth in the net value of assigned customers across multiple segments
• Ensure revenue retention through life cycle management of an assigned portfolio of commercial accounts.
• Collaborate with external stakeholders in relation to SIM Reg and Mobile Number portability activities.
• Provide regular status and updates on all retention marketing programs/campaigns and present business cases, program strategy and results to executive leadership team on a regular basis.

Requirements
Education:

• First Degree in any relevant discipline
• Fluent in English

Experience:
3 - 7 years’ experience including:

• Experience working in a medium-sized organization  
• Experience in a call center (Prepaid/Postpaid) environment (Customer Care Representative (Retention & Churn).

Application Closing Date
13th April, 2023 (10:59 PM).